Analyst, Pharmacy Quality
About The Position
Lumicera Health Services is seeking an Analyst, Pharmacy Quality (Quality Analyst) to support teams and operations in collaboration with business leaders. The role develops, implements, and monitors processes for obtaining and auditing key performance metrics, assessing team members’ competencies and service quality, and reporting associate key performance indicators to leadership. The Quality Analyst monitors and audits inbound service calls for associate demeanor, technical accuracy, performance, and adherence to company policies and procedures. The role documents audit outcomes, training plans, development needs, and related performance materials. In partnership with teams and leadership, the analyst supports a collaborative environment, associate growth, and the development of action plans at team and individual levels. This position is remote for residents of the states listed in the posting and follows a Monday–Friday, 8:00 a.m.–5:00 p.m. schedule. Travel to other campuses and training events may be required.
Requirements
- High school diploma or equivalent required.
- Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required.
- Participate in, adhere to, and support compliance program objectives.
- Ability to interact consistently, cooperatively, and respectfully with other employees.
Nice To Haves
- 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.
Responsibilities
- Demonstrate commitment to helping teams succeed according to individual needs, learning styles, and feedback preferences.
- Help foster a department culture of trust, respect, honesty, and focus on excellent patient care.
- Participate in the Quality Management Program by evaluating inbound and outbound interactions using established scorecards to assess empathy, communication, accuracy, compliance, and process adherence.
- Identify trends, recurring issues, and systemic barriers affecting patient experience, associate performance, or workflow efficiency.
- Facilitate recurring calibration sessions with individual contributors and area leaders to ensure consistent scoring, maintain inter-rater reliability, and update scoring guidance as needed.
- Recommend updates to scorecards, evaluation rubrics, workflows, standard operating procedures, and coaching tools based on findings and calibration outcomes.
- Maintain working knowledge of quality standards, systems, processes, and policies relevant to the evaluation program.
- Partner with Training & Development to align quality-assurance findings with curriculum design, job aids, coaching tools, and targeted skill development.
- Ensure teams use resources and technology efficiently; identify improvements and propose and contribute to solutions.
- Support compliance program objectives by aligning evaluations, documentation, and audit processes with regulatory requirements, and escalate risks through appropriate channels.
- Contribute quality insights to root-cause analysis efforts and cross-functional working sessions or improvement initiatives.
- Travel to other campuses and training events as needed.
- Perform other duties as assigned.
Benefits
- Health, dental, and vision insurance
- 20 days paid time off
- Four weeks paid parental leave
- Nine paid holidays
- 401(k) company match of up to 5%, with no vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan
- Professional Membership assistance
- Referral Bonus Program of up to $750
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
