Supervisor, Operations QA

Being on medication is tough enough. We want to make getting it the easy part. Getting prescriptions to patients has become increasingly complex. When things get messy along the prescription journey, pharmaceutical manufacturers rely on us to untangle the process and create a clear path—allowing patients to build trusting relationships with their medication brands.

We’re not only committed to taking the pain out of the prescription process, but we’re also devoted to bringing the brightest minds together under one roof. We bring together diverse voices—engineers, pharmacists, customer service veterans, developers, program strategists and more—all with one vision. Each perspective and experience makes ConnectiveRx better than the sum of its parts.

The Operations QA Supervisor reports to the Operations QA Manager and will be responsible for providing oversight to a set of specified employees, Operation QA Associates within the department. The incumbent manages operational performance standards for multiple programs with pharmaceutical manufactures while providing recommendations on quality improvement opportunities to cross-functional leaders/trainers. 

• Supervises a team of Operations Quality Assurance Associates through monitoring day-to-day operations. Manages and addresses employee requests, scheduling, payroll/timesheets, and productivity. Ensures employee’s are well trained, delivering on department and individual objectives, and following company policies and procedures. Reviews and assess Operations Quality Assurance Associates job performance and provides appropriate coaching and training to address positive and constructive feedback. Delivers and supports activities of hiring, training/onboarding, goal setting, performance management, and employee development across multiple clients and programs. Motivates and develops teams to drive consistent positive internal and external customer experience.
• Conducts and facilitates regular group meetings with operations and program leaders to communicate agent performance and recommendations, partners with cross-functional departments to assists with implementation of new programs and processes. Manages appeals process inquiries from operation leadership through research of program/client business rules/requirements. Provides education and coaching to front-line BV/Operation agents, CMs, and QA associates, as necessary. Acts as a SME for multiple clients/programs to meet customer SOPs/business rules and ensures monthly audit goals are met.
• Presents/facilitates Quality Assurance data to communicate performance trends, process or training gaps, service improvements and efficiency opportunities. Provides/ develops recommended remediation actions or initiatives to drive improvements in Operations quality performance levels.
• Oversees QA materials to ensure the success of business/customer deliverables to drive strong customer and patient experience.
• Other duties as assigned.

• Associate Degree or 5 years equivalent management/supervisor experience
• 3-5 years in a Quality Assurance role within Operations environment or minimum of 1 year in a people leadership role
• Knowledge of SOPs/business rules of multiple medication/ brands across CRx business lines. Solid understanding of data generation and analysis principles. Knowledge of benefit investigations, claim payments, operations management in call center, claim processing, or benefits investigation areas. Lean Six Sigma or other process improvement experience preferred.
• Solid proficiency in data analysis using various analytic tools.
• Strong verbal and written communication skills to enable relationships across all levels of the organization.
• Strong knowledge of Microsoft products including Excel, Word, and PowerPoint.

Competencies

Continuous Improvement: Improves existing products and services to perfect efficiency and performance that add value to the organizations. Finds ways to improve work processes and procedures from small tweaks to complete reengineering. Investigates the root cause of problems and analysis processes to find areas of improvement. Generates and implements effective improvement plans.

Authentic Leadership: Gains the confidence and trust of others through honesty, integrity, and authenticity. High level of self-awareness and situational adaptability. Gains the confidence and trust of others easily. Honors commitments and keeps confidences, and models high standards of honesty and integrity.

Analytical & Logical Reasoning: The use of reasoning and critical thinking to arrive at a root cause and work through a situation or problem. Analysis information to decide and find the most probable cause of the problem. Collects data to extract relevant information to find causes, able to rigorously, interpret, and integrate findings to solutions.

Drives Results/Manages Execution: Takes initiatives and has a strong bottom-line orientation. Is persistent in accomplishing aims despite setbacks. Sets aggressive goals and has high performance standards. Pursues things with energy, drive, and the need to carry them out. Always keeps the end in sight; puts efforts to meet deadlines.

Travel or Physical Requirements (if applicable)

Up to 10% travel to other CRx offices. Perform primarily sedentary work with occasional lifting to 20 pounds, and exerting up to 10 pounds of force occasionally, and a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. See, hear, talk, and perform tasks requiring visual acuity, manual dexterity, grasping and other similar tasks requiring physical activity and repetitive motions. Operate standard office and computer equipment.

Compliance Requirements

Adhere to all Company Policies, Procedures, and other training consistent with ConnectiveRx's Information Security and Compliance Programs, including but not limited to the following compliances and regulations: SOC1, SOC2, PCI, HIPAA

Maintain strict compliance with company and client policies regarding business rules and ethics, as well as applicable local, state and national federal laws