Join a LEADING HEALTHCARE COMPANY
This is an outstanding opportunity to join the fastest-growing privately held healthcare company in Atlanta. Curant Health, the leader in patient-centric chronic disease management via specialty pharmacy, is searching for a Contact Quality Analyst (CQA) to join its team in Atlanta, GA. We are committed to improving patient health outcomes by offering a pharmacist-managed medication care program, comprehensive therapeutic monitoring, and dependable home delivery of prescription drugs.The primary role of the Contact Quality Analyst (CQA) is to analyze calls and call recordings using platforms such as Five9, AI tools, and other relevant software (including but not limited to MedPlan and PioneerRx).
The CQA will report findings, communicate insights, and provide coaching to NSC and PCC staff to support performance improvement.This position will assist the Director of Patient Engagement and the Patient Engagement Manager by objectively evaluating and providing feedback on NSC, PCC, and Lead calls. If needed, the CQA may also be tasked with assisting in patient support activities.
Responsibilities
Core duties and responsibilities include the following:
- Assist with quality assurance review on coordinators' work produced to ensurework moving through the patient journey is free of errors when necessary.
- Assist with documenting all errors discovered in the appropriate logs andprovide real-time feedback to both coordinators and supervisors.
- Proactively reviews trends in errors and provides mentorship to coordinatorsto improve overall quality.
- Assist with training and support to new and existing staff.
- Assist with monitoring inbound/outbound patient and client calls to observeemployee demeanor, technical accuracy, and conformity to company policiesfor training purposes.
- Accurately performs daily, weekly, and monthly assigned scheduled tasks toassist in the operations of the Patient Engagement department.
- Prepares assigned reports for the Director of Patient Engagement, PatientEngagement Manager or department Supervisors.
- Communicate clearly and effectively both in person and on the phone to avariety of audiences, including all levels of leadership and NSC and PCCs.
- General administrative support as assigned by the Director or Manager. Providebackup support to team members as needed.
- Serves as an additional contact “go-to” person for questions within thedepartment
- Other duties as assigned
Qualifications
- Experience in a retail pharmacy environment is preferred.
- Requires a high school diploma or equivalent with a minimum of 3 years’ experience.
- Associates/Bachelor’s degree preferred.
- Demonstrated initiative and excellent individual performance.
- Must be registered (active unrestricted) Pharmacy Technician in the state in which work will beconducted.
- Microsoft Word, Outlook, PowerPoint, and Excel, able to transcribe with accuracy.Learn and manage Five9 Dashboards, Observe.AI, and others assigned.
- To perform this job successfully, an individual must be able to perform each essential dutysatisfactorily. Reasonable accommodation may be made to enable individuals with disabilities toperform the essential functions.
