Telecom Quality Control Analyst

Mercalis

22h

About The Position

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris™ revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana. To learn more about Valeris, please visit www.valeris.com. 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
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).
Must be available for onsite training and/or in-person client meetings as required.

Nice To Haves

QA/QC audit experience preferred.
Basic knowledge of monitoring software preferred (e.g., Zoom Call Recording, Calabrio, NICE Call Recording, etc.)

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 Mercalis’ 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.
Ensures all SOPs are followed with consistency.
Conducts miscellaneous tasks or projects as assigned.