ConnectiveRx is focused on simplifying the prescription process for patients. The Operations Quality Assurance Associate I will evaluate the work of Operations agents for adherence to established standards and provide coaching and feedback to improve quality and performance.
Responsibilities
- Coach Operations agents (peer to peer) on areas of opportunity for improvement found during evaluations, collaborate with training for Operations agents (i.e., new hire, refresher, and nesting training)
- Performs and documents results of all quality assurance evaluations on all operational products and services, including (but not limited to) benefit verification cases, patient assistance cases, software support calls/emails, inbound calls from patients or health care providers, data entry, etc
- Participates in internal, vendor, or client calibration meetings as required to address quality initiatives but does not lead them
- Identifies and escalates critical quality issues appropriately to senior management
- Assists with other QA-related functions and responsibilities as needed to meet department and company goals
- Availability to work occasional evening and/or weekend hours to meet company and departmental goals as the business need arises
- Auditing work completed by Operations agents
- Sending feedback to Operations leadership on agent performance
- Attending meetings, helping with data analysis, and other duties as assigned
Skills
- Highschool or relevant experience
- 1 – 3 years as a Case Manager, Benefit Verification Specialist, or Contact Center agent at ConnectiveRx, or equivalent experience in a similar role in another company, or 1 – 3 years of prior quality control experience
- Moderate Excel ability (data validation, data entry, tables, simple formulas)
- Experience with technical writing (e.g., SOPs, User Manuals, Work Instructions), typing, and PowerPoint ability
- Solid working knowledge of quality-orientated services such as accuracy management, performance metrics, customer experience/satisfaction, healthcare benefits, and SOP execution
- Health Care Experience is required, specifically claim processing, contact center, benefit verification, or similar industry experience
- Problem-solving, results-oriented, active listening, and high attention to detail
- Monitor telephone calls and communications between The Customer and The Customer Care Center
- A strong understanding of empathy across the Customer Care Center is required in all patient interactions
- Ensure provision of exceptional customer service required in customer care case management engagement
- Work in a matrix environment requiring strong collaboration skills
- Call Center and/or Claim Processing experience is a plus
Benefits
- Comprehensive benefits, including medical, dental, vision, life, and disability insurance
- 401(k) plan, with employer contributions where applicable
- Flexible paid time off (PTO) policy for exempt employees, covering sick days, personal days, and vacations
- Eight standard company holidays and three floating holidays annually, with prorations applied in the first year
Company Overview
ConnectiveRx delivers affordability and adherence messaging solutions through all stages of the patient’s medication journey to help them. It was founded in 2015, and is headquartered in Whippany, New Jersey, USA, with a workforce of 1001-5000 employees. Its website is http://www.connectiverx.com/.Company H1B Sponsorship
ConnectiveRx has a track record of offering H1B sponsorships, with 19 in 2025, 17 in 2024, 26 in 2023, 24 in 2022, 15 in 2021, 15 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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