Overview

Lumicera Health Services is seeking a Analyst, Pharmacy Quality to join our team!

The Analyst, Pharmacy Quality (aka Quality Analyst) collaborates with area business leaders to directly support teams and operations. This role is responsible for developing, implementing, and monitoring processes to obtain and audit key performance metrics. Through these efforts, the Quality Analyst will continually monitor the abilities, competencies, and service quality delivered by members of the team and provide reports to leadership on associate key performance indicators.

The Quality Analyst monitors and audits inbound service calls to assess associate demeanor, technical accuracy, performance, and adherence to company policies and procedures. This role will document audit outcomes, training plans, development needs, and other relevant materials that clearly outline performance. Partnering with teams, the Quality Analyst fosters a collaborative and positive environment that supports associate success and growth, while supporting Leadership in the development of action plans at both the team and individual contributor levels.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

• Demonstrate passion for helping teams succeed based on their individual needs, learning styles, and feedback preferences
• Help foster a department culture of trust, respect, honesty, and desire to make excellent patient care at the forefront of all we do
• Participate in a robust Quality Management Program to include conducting evaluations of inbound/outbound interactions using established scorecards to assess empathy, communication, accuracy, compliance, and process adherence
• Identify trends, recurring issues, and systemic barriers affecting patient experience, associate performance, or workflow efficiency
• Facilitate recurring calibration sessions with individual contributors and area leaders to ensure scoring consistency, maintain inter-rater reliability, and update scoring guidance as needed
• Recommend updates to scorecards, evaluation rubrics, workflows, SOPs, and coaching tools based on findings and calibration outcomes
• Maintain strong working knowledge of quality standards, systems, processes, and policies relevant to the evaluation program
• Partner with Training & Development to align QA findings with curriculum design, job aids, coaching tools, and targeted skill development
• Ensure resources and technology are utilized efficiently by teams; identify improvements and propose and contribute toward solutions
• Support compliance program objectives, ensuring evaluations, documentation, and audit processes align with regulatory requirements - escalating risks within interactions through appropriate channels
• Support root-cause analysis efforts by contributing quality insights to cross-functional working sessions or improvement initiatives
• Able to travel to other campuses and training events
• Other duties as assigned

Qualifications

What our team expects from you?

• High School diploma or equivalent required. Bachelor’s degree or equivalent experience strongly preferred
• Experience in call-center quality assurance, performance evaluation, training, pharmacy operations, or a related field strongly preferred
• Experience with Calabrio or similar quality management tools preferred
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required
• Participate in, adhere to, and support compliance program objectives
• The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

• Top of the industry benefits for Health, Dental, and Vision insurance

• 20 days paid time off

• 4 weeks paid parental leave

• 9 paid holidays

• 401K company match of up to 5% - No vesting requirement

• Adoption Assistance Program

• Flexible Spending Account

• Educational Assistance Plan and Professional Membership assistance

• Referral Bonus Program – up to $750!

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Navitus Health Solutions is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.