Contact Quality Analyst
About The Position
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.
Requirements
- Requires a high school diploma or equivalent with a minimum of 3 years’ experience.
- 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, Observe.AI, 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.
Nice To Haves
- Experience in a retail pharmacy environment is preferred.
- Associates/Bachelor’s degree preferred.
- Demonstrated initiative and excellent individual performance.
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
