Patient Success Call Quality Analyst/Manager - Sempre Health

We are looking for an experienced, quality minded people-centered leader to lead our patient support quality systems. Sitting within our Product and Operations org, this individual will work with team leads to drive optimization in quality, accuracy, and efficiency of our patient success initiatives. This individual will ensure gaps are closed in training and learning by identifying deviations from approved pharmacovigilance protocols and internal patient experience guidelines. Our entire patient success organization will be reliant on this individual to review patient support interactions, to provide feedback to team members, and to create and lead the necessary trainings to facilitate any necessary improvements to our patient support protocols.  By playing an integral role in scaling Sempre’s programs and ensuring highly professional and efficient patient support, across all 50 states where we operate, your work will have a direct impact on people’s lives.

Responsibilities: 

• Provide expertise and support by conducting audits across patient and pharmacy operations. Complete regular quality assessments of patient and pharmacy support interactions as set by leadership.
• Provide direct feedback and reports to team members on audit results. Collaborate with management to understand and implement patient support criteria. Lead creation of development plans in alignment with audit results and role expectations. 
• Analyze information to create recommendations to improve patient experience and operational efficiency. Take necessary action to implement changes.  
• Identify training needs and lead training as necessary to ensure compliance, both as part of onboarding new team members and as part of continuing education for existing team members. 
• Oversee Pharmacovigilance and reporting structure, ensuring that we are meeting reporting requirements and standards as dictated by our Life Sciences Partners. 
• Utilizes existing dashboard and reporting tools to identify performance management and process improvement opportunities. Collect data-driven metrics on workflow and sources of support requests to assist in identifying quality improvement opportunities, with respect to both our operations processes as well as our internal tools.
• Work closely with team leads to monitor and hold team members accountable to KPIs and individual metrics.  Work closely with the department leads to evaluate, test, and implement patient support improvements.

Qualifications: 

• Outstanding communication skills, both oral and written
• Demonstrated ability to implement process enhancements and efficiencies.
• Requires extensive customer service experience and organizational skills. This individual will both need to be a customer service expert themselves, as well as someone capable of really teaching others how to provide high quality support. 
• 3+ years professional work experience in a technical and/or customer service-based environment
• Comfortable translating expectations into clear rubrics and structured feedback and learning opportunities 

Bonus points: 

• Professional experience in a customer service-based Quality Control environment