QA Specialist

🕒 3 days ago

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Gifthealth

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

🏥 Healthcare

📦 Logistics

💼 Consulting

💰 $40M Private Equity Round - GiftHealth on 2023-04

Healthcare • Logistics • Consulting

Gifthealth is a technology-enabled patient access and prescription fulfillment company that connects patients, prescribers, pharmacies, and pharmaceutical manufacturers through a unified digital platform. It streamlines enrollment, electronic benefits verification, e-prior authorization, and payment/affordability support while managing pharmacy fulfillment and patient support services. The platform also provides manufacturers with actionable data and insights on patient journeys and brand performance, driving faster, more reliable medication access.

📋 Description

• Plan, execute, and report risk-based internal audits of case intake, storage, documentation, program SOP handling, record handling, and case closure • Track observations, grade findings, and drive CAPA effectiveness through verified closure • Trend audit data, prepare dashboards and metrics, and present results in quality reviews and readiness checks • Collaborate with multiple teams to improve call center KPIs and general metrics • Develop monitoring standards and monitor and score calls using automated speech analytics and manual review against the QA scorecard • Calibrate automated scoring against human review for accuracy and consistency across agents and programs • Analyze QA data trends by agent, team, program, and call type to identify systemic risks and coaching opportunities • Build and maintain QA dashboards and reporting for leadership visibility into call quality performance • Drive process improvements within the team with leadership • Provide real-time QA oversight through documentation verification, record checks, case review, and process adherence checks • Coach teams on quality behaviors and support training, change control, and document control • Participate in deviation and incident investigations, perform root cause analysis, and implement systemic fixes • Own the CAPA process, including intake, evaluation, disposition, and documentation • Coordinate with Compliance and Program teams to ensure root cause resolution and effectiveness verification • Support and coordinate CAPA trending, including analysis, tracking, notifications, execution, and effectiveness checks

🎯 Requirements

• 2–5 years in Quality Assurance within a call center, pharmacy operations, patient support programs, or related environment • Working knowledge of applicable Board of Pharmacy and FDA requirements as they relate to patient-facing calls • Hands-on experience with call quality monitoring, QA scorecards, and CAPA/deviation investigations • Experience with speech analytics platforms such as CallMiner or similar • Experience with a QMS/eQMS such as Dot or similar • Strong data fluency and ability to build and interpret QA trend reports and dashboards • Zendesk or comparable ticketing/case-management platform experience for issue intake, triage, and documentation • Strong attention to detail • Clear written and verbal communication • Ability to influence cross-functionally under time pressure • CPhT or state Pharmacy Technician license, RAC, ASQ CQA, or similar quality certification listed as desired • Experience with complaint/PQC intake and documentation practices listed as desired • Familiarity with scope-of-practice enforcement and escalation protocols in a call center setting listed as desired • Prior work in a pharmacy call center, patient support, or program services environment listed as desired

🏖️ Benefits

• Fully remote work • Full-time schedule • Additional availability or flexibility for audits or investigations