Quality Control Team Lead

Mercalis

About The Position

Valeris is an integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Backed by proven industry expertise and results-driven technology, Valeris helps navigate the complex life sciences marketplace by providing commercialization solutions to accelerate value and enhance patient lives. Valeris fosters a culture that encourages individuality and provides opportunities for creativity, growth, and success while fostering a team environment. We are a diversity-driven organization with an inclusive approach to delivering patient-centric solutions that, eliminate barriers for patients, and increase patient access to life altering medications. The Quality Control Team Lead is responsible for reviewing and evaluating the performance of the Program Representatives as they complete their cases and represent Valeris Market Access and our clients to patients, providers, and pharmacies. This position requires the ability to work in a constructive, impartial and collaborative manner by establishing positive work relationships, partnering with the Patient Experience Center or Market Access Leadership team, Training, and Client base. This position requires the ability to gain the confidence and trust of others by demonstrating professionalism and expertise in an ever-changing environment.

Requirements

High school diploma or equivalent required.
Minimum 2 years of QA/QC audit experience required.
2-3 years of customer service, reimbursement/insurance, healthcare billing, physician office or health insurance processing experience required.
Advanced knowledge of FDA regulation of AE/PC and HIPAA guidelines
Ability to handle and maintain confidential information.
Intermediate experience with employee coaching and development.
Must display a high level of professionalism, integrity, maturity, and maintain a positive attitude.
Must be able to manage priorities while working independently, without direct supervision, and be able to direct and manage the work of others with a high level of professionalism and integrity.
Must be a motivated self-starter with the ability to work independently and cooperatively within a cross functional environment.
Must be flexible and have the willingness and ability to respond to changing circumstances and expectations readily, punctually, and reliably.
Must be able to problem solve and make independent decisions with a high level of confidence.
Must have strong planning, time management, attention to detail and organizational skills.
Must have excellent verbal and written communication and interpersonal skills.
Must be comfortable interacting with all levels of management and personalities.
Intermediate knowledge of MS Office (Word, Excel)
Advanced knowledge of monitoring software (e.g., Zoom Call Recording, Calabrio, NICE Call Recording, etc.)
Basic knowledge of creating quality scorecards
Must be available for onsite training and/or in-person client meetings as required

Responsibilities

Reviews and evaluates the performance of program representatives in the areas of patient experience, Federal Drug Administration (FDA) regulation of Adverse Events (AE)/Product Complaints (PC), Health Insurance Portability and Accountability Act (HIPAA) compliance, and program-specific policies and procedures using an approved quality scorecard.
Maintains a thorough understanding of company Standard Operating Procedures (SOPs), processes and policy requirements.
Responsible for providing real-time support, including but not limited to, development of strategies the team will use to meet/exceed goals; participate in employee training and job performance evaluation.
Analyzes potential call trends through call monitoring data and works with the internal departments to develop solutions to improve the patient experience.
Works closely with the Quality Control Analyst to ensure exemplary performance. Partners with the Quality Control Supervisor to ensure all team members are calibrated; offer suggestions and solutions for process improvement to management and to set high standards.
Communicates clear instructions to team members, assesses performance, provides structured and timely recommendations influencing the performance status of the team.
Listens to team members’ feedback and able to provide positive recognition and/or development feedback as appropriate. (strengths and challenges)
Assist QC Supervisor with development of quality processes and team goals.
Analyzes potential call trends through call monitoring and works with internal departments to develop solutions to improve the patient experience.
Responsible for managing disputes and call requests received through ServiceNow portal and serves as an escalation point to help resolve quality appeals, discrepancies, and questions.
Participates in internal/external audits, calibrations, and routinely leads internal calibrations and team meetings.
Prepares, analyzes and distributes internal quality reports for management staff to review.
Participates in scorecard, refresher and new hire training and introduces program quality standards and expectations for QAQC new hires and program representatives.
Identifies and reports pharmacovigilance information as required by client(s) (e.g., Adverse Events).
In the absence of the QC Supervisor, specific duties shall be assigned to the QC Team Lead.
Utilizes Valeris’ leadership competencies as the driving force behind the team’s success.
On time adherence to training deadlines for all corporate policies and procedures governing access to confidential data.
Ensure all SOPs are followed with consistency.
Conducts miscellaneous tasks or projects assigned.