Supervisor, Pharmacy Quality Assurance
Knipper Health - Louisville, KY
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Overview Responsible for the direction and review of all activities performed by the QA Associates, including but not limited to, technical accuracy, performance, and conformity to company policy and client program guidelines. Direct the workforce either directly or indirectly through the management hierarchy to include interviewing, selection, orienting, training, coaching, and performance management, as appropriate Responsibilities * Maintain a thorough knowledge of client program expectations, KPIs, pharmacy objectives, and policies. Ensuring staff meets that same standard by receiving the training needed to be proficient in their roles * Ensure compliance with all regulations including HIPAA and credit card security * Review calls for multiple programs to ensure they meet program guidelines and expected execution * Maintain accurate and sufficient documentation of calls via QA scorecards, including * positive observations, as well as areas of needed improvement * Provide ongoing QA Call Evaluation reporting and notification to Pharmacy Leadership * Review patient enrollment, prescriptions, and case data for accuracy * Collaborate with the Pharmacy Training Department and Pharmacy Operations to help grow contributors' performance. * Assist in collaborative efforts with leadership in drafting and implementing enhancements with the QA, Pharmacy Training Department, and Pharmacy Operations. * Provide daily, weekly, and monthly reporting and supervise the daily activities of a team. As well as evaluate agent performance, train, coach, and escalate performance issues as necessary. * Monitor attendance, weekly time approval, and PTO requests * Assist Compliance and Investigations with any CPS based investigations and eQMS documentation as required. * Assist in new client and program implementation as requested by Pharmacy Leadership * Perform user acceptance testing for various projects as requested by Pharmacy Leadership. Perform other duties as assigned. * Ensure necessary changes are made in staffing based on day of week, volume of work, client priority, or other anticipated or unanticipated events * Provide high-quality customer service to patients and doctors while protecting patient confidentiality Supervisory Management: Will carry out supervisory responsibilities in accordance with the company's policies and applicable laws. Responsibilities include training, planning, assigning, and directing work; appraising performance; motivating, developing, and disciplining employees; addressing complaints and resolving conflicts. The above duties are meant to be representative of the position and not all-inclusive. Qualifications MINIMUM JOB REQUIREMENTS: * Bachelor's Degree with three (3) or more years related experience or equivalent combination of education and experience * Three (3) years of work experience in pharmacy, managed care, Medicaid and/or Medicare organizations, pharmaceutical and/or biotech manufacturer, insurance, medical office, or related field * Two (2) years of quality assurance and supervisory experience * Experience with HIPAA, PDMA, cGMP adverse events PREFERRED EDUCATION AND EXPERIENCE: * Specialty pharmacy experience * Supervisory experience in a call center environment * Project management experience * Bi-lingual, English and Spanish KNOWLEDGE, SKILLS & ABILITIES: * Ability to coach, train, and motivate employees and evaluate their performance * Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners) * Able to manage one's own time and that of their direct reports; seeks agreement on resource allocation taking into account all stake holders; demonstrates frugality by properly preparing and adhering to budgets; seeks ways to decrease cost and spend only on things that improve customer satisfaction * Personal initiative and commitment to team and organizational goals * Ability to work independently with minimal supervision * Ability to work under pressure and appropriately prioritize responsibilities * Ability to accept changing workflows and unexpected demands requiring flexibility * Excellent verbal and written communication skills * Excellent analytical, problem solving and decision-making skills * Excellent interpersonal and customer service skills * Excellent organization skills with attention to detail * Excellent typing / keyboarding skills * Ability to learn from a variety of techniques * Ability to accept ambiguity at times and apply decision making skills to determine course of action * Ability to follow established process flows * Ability to perform accurately and efficiently when inputting information into computer software * Ability to effectively multi-task * Strong computer skills including Microsoft Office products * Basic math skills * Ability to recognize subtle differences in names and numbers * Ability to work effectively in highly stressful situations, exhibiting flexibility in changing situations PHYSICAL DEMANDS: * Location of job activities 100% inside * Extensive manual dexterity (keyboarding, mouse, phone) * Constant use of phone for communication * Noise and/or vibrations exposure * Frequently reach (overhead), handle, and feel with hands and arms * Sit for prolonged periods of time * Occasionally stoop, kneel, and crouch * Occasionally lift, carry, and move up to 25 pounds Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Created: 2024-10-05