Telecom Quality Control Analyst

Mercalis

7d•Onsite

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 Telecom Quality Control Analyst is responsible for reviewing and evaluating the performance of the agents who come in direct contact with the company’s consumer base via inbound or outbound calls. 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 customer service, reimbursement/insurance, healthcare billing, physician office or health insurance processing experience required.
Intermediate knowledge of FDA regulation of AE/PC and HIPAA guidelines
Quality average must be 90% or higher (internal candidates)
Must be a motivated self-starter with the ability to work independently and cooperatively within a cross functional environment.
Must be able to manage priorities while working independently, without direct supervision, with a high level of professionalism and integrity.
Ability to be fair and impartial.
Must be able to solve problems and make independent decisions with high level of confidence.
Must be able to collect, gather, visualize, and analyze data in detail.
Display a high level of professionalism, integrity, maturity, and maintain a positive attitude.
Excellent verbal and written communication and interpersonal skills.
Strong planning, time management, attention to detail and organizational skills.
Comfortable interacting with all levels of management and personalities.
Basic knowledge of MS Office (Word, Excel).
Basic knowledge of monitoring software preferred (e.g., Zoom Call Recording, Calabrio, NICE Call Recording, etc.)
Must be available for onsite training and/or in-person client meetings as required.
Prefer candidates who can type at least 35 words per minute with 97% accuracy.

Nice To Haves

QA/QC audit experience preferred.
Bi-lingual in both English and Spanish is a plus.

Responsibilities

Reviews and evaluates the performance of program representatives using an approved quality scorecard in the areas of patient experience, Federal and Drug Administration (FDA) regulations of Adverse Events (AE)/Product Complaints (PC) and Health Insurance Portability and Accountability Act (HIPAA) compliance, and specific program policies and procedures.
Analyzes potential call trends through call monitoring and works with internal departments to develop solutions to improve patient experience.
Prepares and analyzes internal quality reports for management review.
Manages disputes and call requests received through ServiceNow portal.
Participating in and/or facilitates internal and external calibrations to identify Client’s needs and expectations.
Facilitates new hire training and introduces program quality standards and expectations.
Prepares call records and/or corresponding documents and participates in internal and external client audits.
Handles requests to locate specific call records from the call recording system and provides reports of findings; edits call recordings to remove Protected Health Information as requested or according to contractual agreements
Participates in internal department meetings as needed.
Contributes to the design of call monitoring formats and Quality standards.
Identifies and reports pharmacovigilance information as required by client(s) (e.g., Adverse Events).
Utilize 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 as assigned.

Benefits

Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
Additional health support, including telehealth and Employee Assistance Program (EAP) services
Company match on Health Savings Account contributions
Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
Paid Time Off (PTO) and Sick Leave to support work-life balance
Team members receive nine paid holidays plus two floating holidays
Opportunities for advancement in a company that supports personal and professional growth
A challenging, stimulating work environment that encourages new ideas
Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
A mission-driven, inclusive culture where your work makes a meaningful impact