Customer Care Quality Assurance Analyst

Location: Remote (For Non-Local) or Hybrid (Local to NYC area)

About Capital Rx:

Capital Rx is a next generation pharmacy benefits manager, overseeing prescription benefit plans on behalf of employers, unions, and government entities. Determined to transform an outdated model, Capital Rx’s mission is to change the way prescription benefits are priced and administered in the US, unlocking enduring social change. Through our platform approach, Capital Rx delivers data-driven insights and actionable strategies that reduce costs, while improving patient outcomes. Our commitment to innovation, technology and service is the reason why Capital Rx is among the fastest-growing PBMs in the country.

Position Responsibilities:

• Responsible for the initial development of a customer care scorecard and ongoing maintenance that aligns to the leadership standards of the department and used to score agent calls
• Accurately perform observations on recorded or live agent calls and score them against the expected Customer Care standards
• Assess whether agents are demonstrating proper procedures and an efficient and effective practice to provide excellent customer service and support
• Host and co-facilitate internal, external or QA team calibrations to reinforce great service and identify opportunities for improvement
• Participate in Quality Assurance CSAT calibration process with clients, monitoring services and the operation
• Review reports and data to identify trends and ensure value added CSAT analytics, methods and practices are provided to operation
• Support supervisor teams with representative quality execution reporting and conduct calibration sessions with call center leaders
• Support new hire quality training and transition by using quality metrics, call monitoring, and observations to propose and deploy areas for further training opportunities
• Participate in new and ongoing policy training to ensure all policies are understood
• Ensure all QA Analyst reporting and communication requirements are met
• Ensure all policies and procedures are adhered to including, but not limited to HIPAA, Patient Safety and Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately
• Perform other duties as assigned by supervisor or other members of management, within deadlines provided

Required Qualifications:

• 4+ years’ experience with call center operations, with at least 2 years of experience with Quality Assurance
• PBM or Healthcare call center operations experience preferred
• Bachelor’s degree preferred, or equivalent experience
• Knowledge of HIPAA and Privacy Rule regulations
• Previous experience working with Nice inContact CXone preferred
• A self-started with outstanding customer service skills and dedication to providing exceptional customer care in a changing, fast paced startup environment
• Demonstrate aptitude to develop people and processes
• Ability to give and receive constructive feedback
• Excellent verbal, written and interpersonal communication skills
• Strong analytical and organizational skills with an ability to carry out responsibilities with little or no supervision

Capital Rx values a diverse workplace and celebrates the diversity that each employee brings to the table. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.