Sr. Specialist, Quality Monitoring (Contractor Conversion)

Cardinal Health•Dublin, OH

1d•$68,500 - $88,020

About The Position

What Performance Monitoring contributes to Cardinal Health Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality. The Managed Care Department has a Pharmacy Services Administrative Organization (PSAO) solution that acts as a pharmacy's back office to our customers. Within this department, the Customer Experience team is responsible for evaluating the quality of customer service to our retail independent member pharmacies. The pillars within the team focus on internal employee training, customer escalation resolution and research, quality management, and solution retention. This role's primary responsibility will be to provide training to the org's customer support team and perform quality reviews of the service provided.

Requirements

Bachelor's degree in related field, or equivalent work experience, preferred
2-4 years experience, preferred
Strong communication skills
Applies working knowledge in the application of concepts, principles and technical capabilities to perform varied tasks
Works on projects of moderate scope and complexity
Identifies possible solutions to a variety of technical problems and takes action to resolve
Applies judgment within defined parameters
Receives general guidance and may receive more detailed instruction on new projects
Work reviewed for sound reasoning and accuracy

Responsibilities

Provide direct support to the Training Consultant and Performance Monitoring Consultant
Perform direct training to new hires and assist in maintaining internal resources to support ongoing training
Review quality of customer interactions
Communicate training opportunities when present
Collaborate with internal team(s) to identify opportunities and obtain necessary documentation to support training and quality reviews