Remote Pharmacy Quality Analyst

Lumicera; Madison (WI); Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

PTO 20 days

Parental leave 4 weeks

Holidays 9

401K match up to 5%

Adoption assistance

FSA

Education assistance

Membership assistance

Referral bonus $750

Job summary

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team. This role drives the development, implementation, and monitoring of processes to audit and report key performance indicators for pharmacy operations.

The analyst collaborates with leadership to support quality in patient interactions and adherence to company policies. The position involves auditing inbound service calls, documenting outcomes, training needs, and action plans, and traveling to other campuses or

Qualifications

• High School diploma or equivalent required.
• Experience in call-center quality assurance or related field preferred.
• Experience with Calabrio or similar quality management tools preferred.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required.
• Participate in, adhere to, and support compliance program objectives.
• Ability to interact cooperatively and respectfully with others.

Responsibilities

• Demonstrate passion for helping teams succeed based on individual needs and feedback preferences.
• Foster a culture of trust, respect, and patient care at the forefront of all we do.
• Conduct evaluations of interactions using scorecards to assess empathy, accuracy, and compliance.
• Identify trends, recurring issues, and barriers affecting patient experience and performance.
• Calibrate scoring with leaders to ensure reliability and update guidance as needed.
• Recommend updates to scorecards, workflows, and coaching tools based on findings.
• Maintain knowledge of quality standards, systems, and policies.
• Partner with Training to align QA findings with curriculum and coaching tools.
• Support compliance objectives and audit processes per regulatory requirements.

Skills

Quality assurance

Call center

Calabrio

MS Excel

Education

Bachelor’s degree preferred

Tools

Calabrio

Microsoft Outlook

PowerPoint

Job description

Lumicera Health Services is seeking an Analyst, Pharmacy Quality to join our team. This role drives the development, implementation, and monitoring of processes to audit and report key performance indicators for pharmacy operations.

The analyst collaborates with leadership to support quality in patient interactions and adherence to company policies. The position involves auditing inbound service calls, documenting outcomes, training needs, and action plans, and traveling to other campuses or