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Contact Quality Analyst
Contact Quality AnalystGrow With Fusion • Smyrna, Georgia, USA
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Contact Quality Analyst

Contact Quality Analyst

Grow With Fusion • Smyrna, Georgia, USA
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Details

Description

Join a LEADING HEALTHCARE COMPANY

This is an outstanding opportunity to join the fastest-growing privately held healthcare company in Atlanta. Curant Health the leader in patient-centric chronic disease management via specialty pharmacy is searching for a Contact Quality Analyst (CQA) to join its team in Atlanta GA . We are committed to improving patient health outcomes by offering a pharmacist-managed medication care program comprehensive therapeutic monitoring and dependable home delivery of prescription drugs.

The primary role of the Contact Quality Analyst (CQA) is to analyze calls and call recordings using platforms such as Five9 AI tools and other relevant software (including but not limited to MedPlan and PioneerRx ). The CQA will report findings communicate insights and provide coaching to NSC and PCC staff to support performance improvement.

This position will assist the Director of Patient Engagement and the Patient Engagement Manager by objectively evaluating and providing feedback on NSC PCC and Lead calls. If needed the CQA may also be tasked with assisting in patient support activities.

Responsibilities

Core duties and responsibilities include the following :

  • Assist with quality assurance review on coordinators work produced to ensure

work moving through the patient journey is free of errors when necessary.

  • Assist with documenting all errors discovered in the appropriate logs and

    • provide real-time feedback to both coordinators and supervisors.

  • Proactively reviews trends in errors and provides mentorship to coordinators

    • to improve overall quality.

  • Assist with training and support to new and existing staff.
  • Assist with monitoring inbound / outbound patient and client calls to observe

    • employee demeanor technical accuracy and conformity to company policies

    for training purposes.

  • Accurately performs daily weekly and monthly assigned scheduled tasks to

    • assist in the operations of the Patient Engagement department.

  • Prepares assigned reports for the Director of Patient Engagement Patient

    • Engagement Manager or department Supervisors.

  • Communicate clearly and effectively both in person and on the phone to a

    • variety of audiences including all levels of leadership and NSC and PCCs.

  • General administrative support as assigned by the Director or Manager. Provide

    • backup support to team members as needed.

  • Serves as an additional contact go-to person for questions within the

    • department

  • Other duties as assigned

    • Qualifications

  • Experience in a retail pharmacy environment is preferred.
  • Requires a high school diploma or equivalent with a minimum of 3 years experience.
  • Associates / Bachelors degree preferred.
  • Demonstrated initiative and excellent individual performance.
  • Must be registered (active unrestricted) Pharmacy Technician in the state in which work will be

    • conducted.

  • Microsoft Word Outlook PowerPoint and Excel able to transcribe with accuracy.

    • Learn and manage Five9 Dashboards and others assigned.

  • To perform this job successfully an individual must be able to perform each essential duty

    • satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to

    perform the essential functions.

    Key Skills

    Gas Chromatography,Laboratory Experience,Archival Standards,ELISA,Test Cases,Analytical Chemistry,Quality Assurance,Spectroscopy,Quality Control,cGMP,Selenium,Western Blot

    Employment Type : Full Time

    Experience : years

    Vacancy : 1

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