QA Compliance Coordinator

Position:                              Quality Assurance Compliance Coordinator           

Department:                        Programs

Reports To:                         QA Compliance Manager

FLSA:                                   Non-Exempt

Primary Function:

Quality Assurance (QA) Compliance Coordinator reports directly to the QA Manager. This position has the responsibility to measure and gauge telephone activities to verify that patient support center staff are working in accordance with the company rules and regulations while providing superior customer service. 

Job Scope and Major Responsibilities:

• Monitor inbound and outbound calls to assess patient support center staff, program and/or referral accuracy, customer service, and conformity to company policies and procedures
• Conduct random case audits per standards set by Asembia and/or business partners
• Provide actionable data and feedback to call center team leaders and managers
• Present and/or communicate initiatives, results, and analyses to multiple levels of management, subordinates or to customers
• Lead or assist with on – going training, coaching, and/or quality improvement projects
• Assist in resolution of customer complaints and quality assurance issues as needed
• Attend and provide feedback for internal/external client calibration sessions
• Perform other duties as assigned 
• Ensure compliance with the provisions of the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations, as amended (“HIPAA”)

Minimum Qualifications:

• Ideal candidate has 1+ years of call center experience and must be registered with the State of New Jersey Board of Pharmacy as a Pharmacy Technician

• Excellent customer service and communication skills 
• Strong analytical skills and time management skills
• Knowledge of company policies and procedures
• Aptitude to learn new programs, along with demonstrated expertise using technology to streamline, organize and deliver program services
• Ability to multitask and successfully operate in a fast paced, team environment
• Self - motivator
• Ability to effectively assess and diffuse difficult situations and escalate issues to appropriate leadership
• Intermediate skill level in Microsoft Office (Excel, Word, Access, and PowerPoint)

Asembia is committed to Equal Employment Opportunity (EEO) and to compliance with all Federal, State and local laws that prohibit employment discrimination on the basis of race, color, age, natural origin, ethnicity, religion, gender, pregnancy, marital status, sexual orientation, gender identity and expression, citizenship, genetic disposition, disability or veteran's status or any other classification protected by State/Federal laws.