Analyst, Performance Monitoring (Quality Assurance Analyst)

Quality Assurance Analyst

Cardinal Health Sonexus Access and Patient Support helps specialty pharmaceutical manufacturers remove barriers to care so that patients can access, afford and remain on the therapy they need for a better quality of life. Our diverse expertise in pharma, payer and hub services allows us to deliver best-in-class solutionsdriving brand and patient markers of success. We're continuously integrating advanced and emerging technologies to streamline patient onboarding, qualification and adherence. Our non-commercial specialty pharmacy is centralized at our custom-designed facility outside of Dallas, Texas, empowering manufacturers to rethink the reach and impact of their products. Together, we can get life-changing therapies to patients who need themfaster.

The primary function of the Quality Assurance Analyst is to deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls. In addition to completing call observations, responsibilities include hosting internal / external call calibration sessions, providing onsite leadership support, providing reporting / quality trend analysis, and assisting with project work as assigned. Solves a range of straightforward problems. Analyzes possible solutions using standard procedures. Engages with inter-organizational and outside customer contacts on routine matters. Responsible for monitoring incoming and outgoing communications to ensure quality, customer service, and adherence to policies and procedures, including HIPAA and compliance.

Leads the team by evaluating calls and cases to assess performance based on a standard set of criteria, providing constructive feedback and recognition to ensure high performance and continuous improvement. Monitor and evaluate team performance, ensuring adherence to company quality standards, and compliance with industry regulations. Analyze and provide weekly & monthly trend analysis to leadership. Provide support to leadership by participating in and hosting internal / external client calibration sessions. Engage in and lead projects to promote quality enhancements and / or broaden services for the team. Exhibits a comprehensive understanding of quality systems and methodologies. Maintains knowledge of the applicable regulations, standards, and operating procedures. Demonstrates proficiency in conducting investigations / root cause analysis and formulating corrective actions. Shows an understanding of the requirements and is capable of conducting gap assessments based on those requirements. Displays knowledge of quality concepts including cost of quality, analytical metrics / statistics, trending, quality planning, validation, corrective action preventative action (CAPA), and problem-solving. Collaborates across various functions, interprets requirements, and educates and influences others regarding those requirements. Demonstrates ability to build strong customer relationships and deliver customer-centric solutions. Optimize work processes by identifying effective and efficient methods to complete tasks, with an emphasis on continuous improvement. Develops strategic alliances and cooperates with stakeholders to achieve mutual goals. Demonstrates resourcefulness by adeptly securing and efficiently deploying resources. Analyzes complex and high-quality, sometimes contradictory, information to solve problems effectively. Holds oneself and others accountable for meeting commitments and objectives. Exhibits situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations. Creates and implements diverse communication strategies that clearly address the specific requirements of various target audiences. Monitor and evaluate transactions, whether voice or non-voice, of assigned entity and team. Accurately score transactions to gauge employee's quality performance based on organizational and departmental policies and requirements. Establish quality standards that assess adherence to company, regulatory, and HIPAA policies and procedures. Through call monitoring, identify training needs or disciplinary actions which will be reported to leadership. Creation and implementation of worksheets for scoring teammates as well as the creation of reports for Managers regarding their employees. Constantly look for ways to improve and promote quality of work, agent development, and process flow. Track and report any trends from the customer experience that can be improved or celebrated. Keep management and teammates abreast of any need for scripting and / or account documentation changes.

Qualifications

High school diploma or GED preferred. Bachelor's degree in related field, or equivalent work experience in related field strongly preferred. Proficiency in MS Office applications required Outlook, Excel, PowerPoint, and Word. Call and case quality audit and analysis experience strongly preferred. 3+ year experience in a patient support program or hub field strongly preferred. Adverse Event reporting experience strongly preferred. Adverse Event reconciliation experience strongly preferred. Quality check and analysis process experience preferred (including fax redactions, call transcriptions, and data collection). Strong customer service / quality background experience. Excellent verbal and written communication skills. Strong prioritization and leadership skills with some supervisory experience preferred. High regard for superior quality of service. Ability to prioritize and manage multiple responsibilities. Experience handling tasks where attention to detail is critical to success.

What is expected of you and others at this level

Demonstrates strong leadership and collaboration skills with a proven ability to develop and execute effective quality assurance programs. Works independently within established procedures; may receive general guidance on new assignments. May provide general guidance or technical assistance to less experienced team members. Excellent attention to detail and problem-solving skills. Strong communication and interpersonal skills. Ability to analyze data and generate reports. Ability to drive process improvements and implement quality assurance procedures.

Training and Work Schedules

Your new hire training will take place 8 : 00am-5 : 00pm CST, mandatory attendance is required. This position is full-time (40 hours / week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7 : 00am- 7 : 00pm CST. Remote details : You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following : Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable. Download speed of 15Mbps (megabyte per second) Upload speed of 5Mbps (megabyte per second) Ping Rate Maximum of 30ms (milliseconds) Hardwired to the router Surge protector with Network Line Protection for CAH issued equipment

Anticipated hourly range :

$22.30 per hour - $32.00 per hour

Bonus eligible : No

Benefits : Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

Application window anticipated to close : 12 / 20 / 2025

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity / expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.