Quality Assurance Specialist

Quality Assurance Specialist

AssistRx has engineered the perfect blend of technology and talent to provide life sciences companies with an efficient solution to improve patient uptake, visibility, and outcomes. Our talented team members provide therapy and healthcare system expertise to help patients achieve better results from care.

A growing organization, AssistRx views our people as our strongest asset. Join us as we continue to make a difference...

This role is responsible for leading the daily tasks associated with the company's Patient Solutions call monitoring, scoring, and reporting as well as system data entry quality. Within this role, the Quality Assurance Specialist serves customers by identifying, analyzing, and developing improvements in productivity, quality, internal team relationships, and customer service. The Quality Assurance Specialist regularly provides support to the department managers and director to effectively maintain program operations and goals.

Responsibilities include :

• Conducting a minimum of 8 quality reviews per associate per month. Monitoring processes including call handling to ensure program KPIs and established quality guidelines are met.
• Auditing case records to ensure proper charting and interactions are documented appropriately against the established quality guidelines.
• Preparing quality score reports by associate, team, and / or program for management review on a weekly and monthly basis.
• Identifying service trends and collaborating with management to ensure and promote adherence to Patient Solutions and support guidelines within assigned areas.
• SME for all aspects of the program(s) to determine areas of concern as well as opportunities to streamline processes and eliminate errors.
• Upon notification of program enhancements, assisting with developing associate training materials and participating in training sessions ensuring associates understand how the program enhancement will impact the quality review / score.
• Monitoring program AE's and presenting findings to management for immediate review and reconciliation.
• Providing support to program team on periodic department audits.
• Additional responsibilities as needed based on department, program, and project requirements.