QA Associate

ConnectiveRx is a company focused on simplifying the prescription process for patients. They are seeking an Operations Quality Assurance Associate I to evaluate the work of Operations agents, ensuring adherence to established standards and providing coaching based on evaluations.

Responsibilities

• Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training)
• Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc
• Participates in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them
• Identifies and escalates critical quality issues appropriately to senior management
• Assists with other QA-related functions and responsibilities as needed to meet department and company goals
• Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises
• Auditing work completed by Operations agents
• Sending feedback to Operations leadership on agent performance
• Attending meetings, helping with data analysis, and other duties as assigned

Skills

• Highschool or relevant experience
• 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent experience in a similar role in another company, or 1 – 3 years of prior quality control experience
• Moderate Excel ability (data validation, data entry, tables, simple formulas)
• Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability
• Solid working knowledge of quality-orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
• Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience
• Problem-solving, results-oriented, active listening, and high attention to detail
• Monitor telephone calls and communications between The Customer and The Customer Care Center
• A strong understanding of empathy across the Customer Care Center is required in all patient interactions
• Ensure provision of exceptional customer service required in customer care case management engagement
• Work in a matrix environment requiring strong collaboration skills
• Call Center and/or Claim Processing experience is a plus

Benefits

• Employees at ConnectiveRx can enroll in comprehensive benefit plans, including medical, dental, vision, life, and disability insurance.
• Employees may also participate in the company's 401(k) plan.
• ConnectiveRx provides paid time off (PTO) to non-exempt employees for vacations and personal leave.
• For sick leave, eligible non-exempt employees receive Sick Time Off (STO) in accordance with company policy.
• PTO and STO are prorated during the first year of service.
• Employees also receive eight standard company holidays and three floating holidays annually, with floating holidays prorated in the first year.

Company Overview