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Quality Assurance Pharmacist

2 months ago

Lakeland, Florida, United States Knipper Full time

Overview

YOUR COMMITMENT, ACTIONS & FOCUS are our Strength

Become a Valued Contributor

Welcome to KnipperHEALTH

Within your initial days, you can anticipate:


• Immediate access to benefits


• A supportive team with a positive culture


• Comprehensive training both in classroom settings and on-the-job


• Regular check-ins at 30/60/90 days with leadership


• Opportunities for Educational Assistance

POSITION SUMMARY:

The Quality Assurance Specialist (QAS) evaluates calls for quality, efficiency, and productivity. The QAS will observe calls to assess representatives' demeanor, technical accuracy, performance, and adherence to company policies and client program guidelines. Our ideal candidate is a collaborative individual dedicated to ensuring that professionalism, productivity, and quality are upheld and continuously enhanced. The QAS will oversee patient support center call operations, ensuring that every patient or prescriber has a consistently positive experience.

Responsibilities

Maintain comprehensive knowledge of client program expectations, KPIs, and policies Ensure compliance with all regulations, including HIPAA and credit card security Review calls across multiple programs to confirm they align with program guidelines and expected execution Keep accurate and sufficient documentation of calls via QA scorecards, highlighting both positive observations and areas needing improvement Provide ongoing QA Call Evaluation reporting and notifications to Pharmacy Leadership Verify patient enrollment, prescriptions, and case data for accuracy Offer coaching to contributors as necessary Collaborate with the Pharmacy Training Department and Pharmacy Operations to enhance contributors' performance Deliver daily, weekly, and monthly reporting Assist in the implementation of new clients and programs as requested by Pharmacy Leadership Conduct user acceptance testing for various projects as requested by Pharmacy Leadership. Perform additional duties as assigned.

The above responsibilities are representative of the position and not exhaustive.

Qualifications

MINIMUM JOB REQUIREMENTS:

High School Diploma Proficiency in reading, writing, speaking, and understanding the English language. Previous experience in training, lead roles, or supervisory positions within a contact center or customer-facing environment

PREFERRED EDUCATION AND EXPERIENCE

National certification through the PTCB or another recognized certifying agency Familiarity with drug reimbursement issues and the claim adjudication process Experience with insurance benefits investigations; knowledge of private and government payers Understanding of HIPAA, PDMA, cGMP adverse events

KNOWLEDGE, SKILLS & ABILITIES:

Capability to monitor and document improvements in performance Ability to provide constructive feedback and utilize various coaching methods Proficient in writing reports and business correspondence Effective communication skills, both orally and in writing Ability to establish and maintain effective working relationships Strong attention to detail Ability to interact with individuals in a manner that demonstrates sensitivity, tact, and professionalism Strong desire to assist individuals in resolving issues and excelling in job skills Capacity to work under pressure and manage multiple tasks Creative problem-solving skills and effective conflict resolution abilities

PHYSICAL DEMANDS:

Job activities conducted entirely indoors Extensive manual dexterity required (keyboarding, mouse, phone) Frequent use of phone for communication Exposure to noise and/or vibrations Regularly reach (overhead), handle, and feel with hands and arms Prolonged periods of sitting Occasionally stoop, kneel, and crouch Occasionally lift, carry, and move up to 25 pounds

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.