Analyst, Performance Monitoring (Quality Assurance Analyst)

Cardinal Health

75d • $22 - $32

About The Position

Cardinal Health Sonexus™ Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutions—driving brand and patient markers of success. We’re continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products. Together, we can get life-changing therapies to patients who need them—faster.

Requirements

• High school diploma or GED preferred.
• Bachelor's degree in related field, or equivalent work experience in related field strongly preferred.
• Proficiency in MS Office applications required – Outlook, Excel, PowerPoint, and Word.
• 3+ year experience in a patient support program or hub field strongly preferred.
• Adverse Event reporting and reconciliation experience strongly preferred.
• Call and case quality audit and analysis experience strongly preferred.
• Strong customer service/quality background experience.
• Excellent verbal and written communication skills.
• Strong prioritization and leadership skills with some supervisory experience preferred.

Nice To Haves

• Quality check and analysis process experience preferred (including fax redactions, call transcriptions, and data collection).
• High regard for superior quality of service.
• Ability to prioritize and manage multiple responsibilities.
• Experience handling tasks where attention to detail is critical to success.

Responsibilities

• Deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls.
• Complete call observations and host internal/external call calibration sessions.
• Provide onsite leadership support and reporting/quality trend analysis.
• Assist with project work as assigned.
• Monitor incoming and outgoing communications to ensure quality, customer service, and adherence to policies and procedures, including HIPAA and compliance.
• Evaluate calls and cases to assess performance based on a standard set of criteria.
• Provide constructive feedback and recognition to ensure high performance and continuous improvement.
• Analyze and provide weekly & monthly trend analysis to leadership.
• Engage in and lead projects to promote quality enhancements and/or broaden services for the team.
• Conduct investigations/root cause analysis and formulate corrective actions.
• Collaborate across various functions, interpret requirements, and educate and influence others regarding those requirements.
• Optimize work processes by identifying effective and efficient methods to complete tasks.
• Track and report any trends from the customer experience that can be improved or celebrated.

Benefits

• Medical, dental and vision coverage.
• Paid time off plan.
• Health savings account (HSA).
• 401k savings plan.
• Access to wages before pay day with myFlexPay.
• Flexible spending accounts (FSAs).
• Short- and long-term disability coverage.
• Work-Life resources.
• Paid parental leave.
• Healthy lifestyle programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees