Job Description
Job Title: Quality Assurance Specialist
Department: Quality
Reports to: Director, Quality & Regulatory
Job Status: Full time – Exempt
Job Summary/Objective The Quality Assurance Specialist is responsible for reviewing and auditing reported quality incidents, telephonic interactions with patients/clients, and order placement/fulfillment. The Quality Assurance Specialist is responsible for identifying areas of service improvements and assisting in the development of programs that improve the overall patient/client experience.
This role requires the ability to work constructively and collaboratively by establishing positive work relationships, partnering with the Quality Assurance and Audit Leadership Team, Operation department leadership teams, and the Training team. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.
This position is hybrid consisting of remote and in-office work. Key Responsibilities - Manage investigations into process issues for clients; conduct root cause analysis and propose changes.
- Responsible for performing call monitoring for the Call Center and Pharmacy Operations.
- Understand the performance and quality standards of all pharmacy Services teams.
- Promote excellence in service delivery and ensure that audited evaluations conform to accepted and consistent quality standards.
- Participate in client audits by providing data, surfacing issues, and supporting the leadership team.
- Participate in the design of quality monitoring and continual improvement of all processes.
- Review orders through random selection via computer programs and package review.
- Communicate feedback that promotes improvement and understanding of the stakeholders.
- Maintain and demonstrate a thorough knowledge of policy and procedures.
- Manage and facilitate call calibration sessions with leadership teams.
- Prepare and analyze quality reports and present to management.
- Provide input and knowledge in the development and maintenance of the process and procedure manual (SOP’s).
- Ensure process and compliance activities of subject experts in each operational area.
- Contribute to all process improvement documentation and technical manuals, including monthly reporting of outstanding procedures, technical manual updates, and CQI team updates.
- Demonstrate professionalism, courtesy, and discretion in dealing with both internal and external customers.
- Maintain the Feedback Tracking Sheet Database.
- Perform other duties as assigned.
Critical Skills To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Excellent written, verbal and interpersonal communication skills
- Exceptional listening and analytical skills
- High Level of proficiency in Microsoft Office programs
- Organized, detail-oriented and ability to work with limited supervision
- Must possess a positive attitude
- Strong problem solving skills
- Demonstrated ability to work well in a team environment
- Ability to maintain a high level of confidentiality
Qualifications - Approximately two to three years of experience in an FDA based Quality-related position or equivalent knowledge
- Bachelors Degree or related experience
- Pharmacy/Pharmaceutical knowledge or experience preferred
- Internal Audit / Auditing experience preferred
- Experience using pharmacy management systems, imaging systems, or related technology
Physical Demands While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. The employee must frequently lift and move up to 20 pounds and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment Ability to sit at a computer terminal for an extended period.
Supervisory Responsibility No supervisory duties
Job Tags
Full time, Remote job,