Performance Improvement Coordinator

MedImpact•Tempe, AZ

1d•Onsite

About The Position

Supports department quality improvement initiatives by conducting audits of customer service and prior authorization transactions, providing call coaching and training to staff, and participating in department quality improvement studies. This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills (listening/verbal/written). One must be able to; manage difficult or emotional client situations; Respond promptly to client needs; Solicit client feedback to improve service; Respond to requests for service and assistance from clients; Meet commitments to clients.

Requirements

GED/HS Diploma and 2+ years’ experience or equivalent combination of education and experience
Intermediate knowledge of MS Office/Word, Excel, PowerPoint and Outlook.
Strong understanding of MedImpact systems including MedAccess, MedResponse, Calabrio, and other systems used.
Experience with Windows based database programs is also required.
Strong aptitude for new programs.
Ability to create complex documents, manage schedules and analyze data.
Demonstrated ability to appear for work on time, follow directions from a supervisor, interact well with co- workers, understand and follow work rules and procedures, comply with corporate policies, goals and objectives, accept constructive criticism, establish goals and objectives, and exhibit initiative and commitment.
Adaptable and remains flexible to change.
Demonstrated ability to meet or exceed the competencies as listed.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Nice To Haves

Current and unrestricted licensure in a state of the United States or national certification as a pharmacy technician preferred.

Responsibilities

Completes quality audits of customer service, claims and prior authorization transactions to ensure timely and accurate information is provided to callers.
Evaluation of calls includes, but is not limited to, review of overall call handling, courtesy, accuracy, documentation, system knowledge, correct use of policies and procedures, timely answers and other criteria identified in the quality assurance guidelines.
Provides monitoring feedback to staff and department leadership team.
Submits reports of audit results to the department leadership team.
Provides overall analysis of quality scores and identifies trends for CSR training purposes.
Supports department training and skill development initiatives through call coaching, mentoring, and training staff as assigned.
Recommends training program improvements or any additional customer service training needs.
Identifies training needs and develops training reminders for staff.
Participates in the development of Knowledge Check questions to improve customer satisfaction based on client feedback and training issues identified through call monitoring.
Identifies areas for additional training based upon Knowledge Check question results.
Recommends workflow process improvements or enhancements to department leadership team.
Contributes to the development of MedAccess enhancements through recommendations.
Audits and provides analysis for the Customer Service Survey line.
Attends and participates in monthly staff meetings.
Prepares and provides training materials as needed.
Provides input to ensure audit results and service or training issues are communicated to CSRs.
Responsible for selection of calls for monthly calibration meetings as well as providing feedback regarding call scoring and Best Practices.
Participates in the development of articles for publication in the quarterly department newsletter.
Supports the department by answering calls during periods of high volume and assisting with other related tasks.
Maintains a regular schedule of at least 2 hours of daily Help Desk calls.