Telecom QC Analyst

Valeris, Inc.; Raleigh (NC); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) Retirement Savings Plan with 5%

Paid Time Off and Holidays

Background check & drug screen

Job summary

Valeris is seeking a Telecom Quality Control Analyst to review agent performance and ensure HIPAA, FDA AE/PC, and client policies are followed. You’ll analyze call trends, prepare quality reports, and coordinate disputes via ServiceNow while collaborating with Patient Experience and Leadership teams.

The role emphasizes independence, professionalism, and on-time delivery within a collaborative, regulated healthcare environment. Strong MS Office skills and data handling are required.

Qualifications

• High School Diploma or equivalent is required.
• 2+ years in customer service, reimbursement/insurance, healthcare billing, or health insurance processing.
• QA/QC audit experience is preferred.
• Intermediate knowledge of FDA regulation of AE/PC and HIPAA guidelines.
• Able to work independently and cooperatively in a cross-functional environment.

Responsibilities

• Reviews and evaluates agent performance using an approved quality scorecard in patient experience, FDA AE/PC and HIPAA compliance.
• Analyzes call trends and works with internal teams to improve patient experience.
• Prepares internal quality reports for management review.
• Manages disputes and call requests via the ServiceNow portal.
• Participates in calibration sessions to identify client needs and expectations; assists in training on quality standards.
• Prepares call records and edits recordings to remove PHI as required by contracts.

Skills

QA/QC audits

FDA AE/PC guidelines

HIPAA compliance

Verbal & written communication

MS Office familiarity

Data analysis

Education

High School Diploma or equivalent

Tools

ServiceNow

Call recording software (Calabrio/NICE)

Job description

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.*** THE SHIFT FOR THIS ROLE WILL BE M-F 8A-5P EST ONLY ***Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com.The Telecom Quality Control Analyst is responsible for reviewing and evaluating the performance of the agents who come in direct contact with the company’s consumer base via inbound or outbound calls. This position requires the ability to work in a constructive, impartial, and collaborative manner by establishing positive work relationships, partnering with the Patient Experience Center or Market Access Leadership team, Training, and Client base. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.Key Responsibilities:Reviews and evaluates the performance of program representatives using an approved quality scorecard in the areas of patient experience, Federal and Drug Administration (FDA) regulations of Adverse Events (AE)/Product Complaints (PC) and Health Insurance Portability and Accountability Act (HIPAA) compliance, and specific program policies and procedures.Analyzes potential call trends through call monitoring and works with internal departments to develop solutions to improve patient experience.Prepares and analyzes internal quality reports for management review.Manages disputes and call requests received through ServiceNow portal.Participating in and/or facilitates internal and external calibrations to identify Client’s needs and expectations.Facilitates new hire training and introduces program quality standards and expectations.Prepares call records and/or corresponding documents and participates in internal and external client audits.Handles requests to locate specific call records from the call recording system and provides reports of findings; edits call recordings to remove Protected Health Information as requested or according to contractual agreementsParticipates in internal department meetings as needed.Contributes to the design of call monitoring formats and Quality standards.Identifies and reports pharmacovigilance information as required by client(s) (e.g., Adverse Events).Utilize Valeris’ values as the driving force behind the team’s successOn time adherence to training deadlines for all corporate policies and proceduresEnsure all SOPs are followed with consistencyPerform additional tasks or projects as assignedQualifications:High School Diploma or equivalent required.Minimum 2 years of customer service, reimbursement/insurance, healthcare billing, physician office or health insurance processing experience required.QA/QC audit experience preferred.Intermediate knowledge of FDA regulation of AE/PC and HIPAA guidelinesMust be a motivated self-starter with the ability to work independently and cooperatively within a cross functional environment.Must be able to manage priorities while working independently, without direct supervision, with a high level of professionalism and integrity.Ability to be fair and impartial.Must be able to solve problems and make independent decisions with high level of confidence.Must be able to collect, gather, visualize, and analyze data in detail.Display a high level of professionalism, integrity, maturity, and maintain a positive attitude.Excellent verbal and written communication and interpersonal skills.Strong planning, time management, attention to detail and organizational skills.Comfortable interacting with all levels of management and personalities.Basic knowledge of MS Office (Word, Excel).Basic knowledge of monitoring software preferred (e.g., Zoom Call Recording, Calabrio, NICE Call Recording, etc.)Physical Demands & Work EnvironmentWhile performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.Although very minimal, flexibility to travel as needed is preferred.This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.Why Work for Valeris?We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costsAdditional health support, including telehealth and Employee Assistance Program (EAP) servicesCompany match on Health Savings Account contributionsFree Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vestingPaid Time Off (PTO) and Sick Leave to support work-life balanceTeam members receive nine paid holidays plus two floating holidaysOpportunities for advancement in a company that supports personal and professional growthA challenging, stimulating work environment that encourages new ideasWork for a company that values diversity and makes deliberate efforts to create an inclusive workplaceA mission-driven, inclusive culture where your work makes a meaningful impactAny offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.Our Commitment to Equal OpportunityAt Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.Physical Demands & Work EnvironmentWhile performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.Although very minimal, flexibility to travel as needed is preferred.This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.Why Work for Valeris?We’re committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costsAdditional health support, including telehealth and Employee Assistance Program (EAP) servicesCompany match on Health Savings Account contributionsFree Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vestingPaid Time Off (PTO) and Sick Leave to support work-life balanceTeam members receive nine paid holidays plus two floating holidaysOpportunities for advancement in a company that supports personal and professional growthA challenging, stimulating work environment that encourages new ideasWork for a company that values diversity and makes deliberate efforts to create an inclusive workplaceA mission-driven, inclusive culture where your work makes a meaningful impactAny offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.Our Commitment to Equal OpportunityAt Valeris, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.