Analyst, Performance Monitoring (Quality Assurance Analyst)

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products.Together, we can get life-changing therapies to patients who need them—faster.ResponsibilitiesThe primary function of the Quality Assurance Analyst is to deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls. In addition to completing call observations, responsibilities include hosting internal/external call calibration sessions, providing onsite leadership support, providing reporting/quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Engages with inter-organizational and outside customer contacts on routine matters. Responsible for monitoring incoming and outgoing communications to ensure quality, customer service, and adherence to policies and procedures, including HIPAA and compliance.• Leads the team by evaluating calls and cases to assess performance based on a standard set of criteria, providing constructive feedback and recognition to ensure high performance and continuous improvement.• Monitor and evaluate team performance, ensuring adherence to company quality standards, and compliance with industry regulations.• Analyze and provide weekly & monthly trend analysis to leadership.• Provide support to leadership by participating in and hosting internal/external client calibration sessions.• Engage in and lead projects to promote quality enhancements and/or broaden services for the team.• Exhibits a comprehensive understanding of quality systems and methodologies.• Maintains knowledge of the applicable regulations, standards, and operating procedures.• Demonstrates proficiency in conducting investigations/root cause analysis and formulating corrective actions.• Shows an understanding of the requirements and is capable of conducting gap assessments based on those requirements.• Displays knowledge of quality concepts including cost of quality, analytical metrics/statistics, trending, quality planning, validation, corrective action preventative action (CAPA), and problem-solving.• Collaborates across various functions, interprets requirements, and educates and influences others regarding those requirements.• Demonstrates ability to build strong customer relationships and deliver customer-centric solutions.• Optimize work processes by identifying effective and efficient methods to complete tasks, with an emphasis on continuous improvement.• Develops strategic alliances and cooperates with stakeholders to achieve mutual goals.• Demonstrates resourcefulness by adeptly securing and efficiently deploying resources.• Analyzes complex and high-quality, sometimes contradictory, information to solve problems effectively.• Holds oneself and others accountable for meeting commitments and objectives.• Exhibits situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations.• Creates and implements diverse communication strategies that clearly address the specific requirements of various target audiences.• Monitor and evaluate transactions, whether voice or non-voice, of assigned entity and team.• Accurately score transactions to gauge employee’s quality performance based on organizational and departmental policies and requirements.• Establish quality standards that assess adherence to company, regulatory, and HIPAA policies and procedures.• Through call monitoring, identify training needs or disciplinary actions which will be reported to leadership.• Creation and implementation of worksheets for scoring teammates as well as the creation of reports for Managers regarding their employees.• Constantly look for ways to improve and promote quality of work, agent development, and process flow.• Track and report any trends from the customer experience that can be improved or celebrated.• Keep management and teammates abreast of any need for scripting and/or account documentation changes.Qualifications• High school diploma or GED preferred• Bachelor's degree in related field, or equivalent work experience in related field strongly preferred.• Proficiency in MS Office applications required – Outlook, Excel, PowerPoint, and Word.• Call and case quality audit and analysis experience strongly preferred.• 3+ year experience Apply tot his job Apply To this Job