RESPONSIBILITIES:
• Overall responsibility of all quality initiatives at the DBCC. (i.e., KPI, quality changes, SOPs, best practices, Partners in Quality)
• Supervise and manage a staff of Quality Improvement Analysts and National Quality Coordinators (5 QIA’s, 4 NQC).
• Identify quality gaps and develop action plans to rectify those gaps.
• Partners with other sites on quality issues to maintain quality standards, objectives and consistency.
• Partner with Line Operations, Training, and Supervising RPh on ways to improve and communicate quality requirements and compliance.
• Direct and/or lead any special project teams that relate to quality and the improvement of quality.
• Provide recommendations for improvements in processes and procedures to improve quality and efficiency.
• Manage to appropriate productivity, efficiency, quality goals and other measures deemed necessary by management to meet customer needs.
• Develop appropriate measures and customer feedback mechanisms to enhance our service of quality.
• Participate on special projects as assigned by Senior Management.
• Actively participate on weekly National Calibration, Compliance, Quality Council and Call Effectiveness conference calls.
• Actively communicate and/or distribute all reports relating to call center, team and individual quality performance.
• Coordinate and schedule support for Training Department during new hire training.
• Conduct quality presentations for new hire CSRs, pharmacy externs, new supervisors and tours when needed.
• Create job aids to address needs as identified through reporting and the monitoring process.
• Conduct weekly call listening sessions with CSRs, Supervisors and Management Staff.
• Conduct routine needs analysis to address quality performance.
• Other duties as assigned
MINIMUM QUALIFICATIONS:
• College degree preferred.
• Well-developed analytical and report writing capabilities, including grammatical skills.
• Excellent communication and written skills.
• Excellent PC skills (creating spreadsheets and graphs on Excel, Word and PowerPoint).
• Appropriate business acumen and interpersonal demeanor to ensure effective client/company relations and interactions.
• Strong analytical and prioritization skills.
• Excellent technical abilities to work through e-SD system to investigate issues, diagnose system problems and resolve customer concerns.
• Ability and willingness to travel.
• Proven ability in addressing and initiating efforts to improve the quality process/ results.
• Related experience preferred.
• Exceeds Expectations in current position preferred.
• Previous supervisory experience at Medco.
• No more than 2 occurrences for attendance in the last 6 months.
We are an Equal Opportunity Employer, M/F/D/V
Posting Link:
http://www.medcohealth.apply2jobs.com/index.cfm?FuseAction=DSPView&Lookupid=6366&CurrentPage=1