Quality Analysist Participant Services
About The Position
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today! Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages. At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work. Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.
Requirements
- High School Diploma or GED.
- Three or more years of relevant PBM, specialty pharmacy, participant services, or healthcare operations experience.
- Previous leadership or quality experience appropriate to the role.
- Strong written and verbal communication.
- Leadership and relationship-building skills.
- Critical thinking and analytical ability.
- Ability to prioritize competing demands.
- Experience working across multiple pharmacy systems.
- Proficiency with Microsoft Office, particularly Excel.
- Ability to maintain confidentiality.
Nice To Haves
- Active Arizona or Texas Pharmacy Technician License.
- National Pharmacy Technician Certification (CPhT).
- PBM or specialty pharmacy experience.
- Call center healthcare operations experience.
- Lean/Six Sigma or process improvement exposure.
- Experience presenting operational metrics.
Responsibilities
- Perform routine quality audits using approved scorecards.
- Evaluate documentation accuracy and policy adherence.
- Prepare weekly and monthly quality reports.
- Provide objective audit feedback to leaders.
- Identify root causes and recurring defect trends.
- Support coaching effectiveness through post-audit validation.
- Monitor daily operational performance against SLA, productivity, quality, and schedule adherence goals.
- Ensure compliance with HIPAA, CMS, state board of pharmacy requirements, and internal policies.
- Use reporting to identify trends and recommend corrective actions.
- Partner with Workforce Management, Training, Operations, and Leadership.
- Support continuous improvement initiatives and standardization efforts.
- Maintain documentation and confidentiality standards.
- Participate in calibration sessions and business meetings.
- Lead or support special projects as assigned.
- Support non-clinical prescription processing and participant service workflows.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
