Pharmacy Quality Analyst
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Job Description
Pharmacy quality analyst auditing specialty pharmacy interactions, metrics, and compliance. Supporting coaching, calibration, and process improvement for Lumicera Health Services teams.
Responsibilities:
- Collaborate with area business leaders to support teams and operations
- Develop, implement, and monitor processes to obtain and audit key performance metrics
- Monitor team abilities, competencies, and service quality
- Provide reports to leadership on associate key performance indicators
- Monitor and audit inbound service calls for demeanor, technical accuracy, performance, and policy adherence
- Document audit outcomes, training plans, development needs, and performance materials
- Conduct evaluations of inbound and outbound interactions using established scorecards
- Identify trends, recurring issues, and systemic barriers affecting patient experience, associate performance, or workflow efficiency
- Facilitate recurring calibration sessions to ensure scoring consistency and inter-rater reliability
- Recommend updates to scorecards, evaluation rubrics, workflows, SOPs, and coaching tools
- Partner with Training & Development on curriculum, job aids, coaching tools, and targeted skill development
- Identify resource and technology improvements and contribute to solutions
- Support compliance objectives, regulatory alignment, and risk escalation
- Contribute quality insights to root-cause analysis and cross-functional improvement initiatives
- Travel to other campuses and training events as needed
- Perform other duties as assigned
Requirements:
- High School diploma or equivalent required
- Bachelor’s degree or equivalent experience strongly preferred
- Experience in call-center quality assurance, performance evaluation, training, pharmacy operations, or a related field strongly preferred
- Experience with Calabrio or similar quality management tools preferred
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required
- Participate in, adhere to, and support compliance program objectives
- Ability to consistently interact cooperatively and respectfully with other employees
- Remote work available only to residents of Arizona, Alabama, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, or Wisconsin
- Able to travel to other campuses and training events
- M-F 8am to 5pm schedule
Benefits:
- Top of the industry benefits for Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5% - No vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
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