Performance Improvement Coordinator I

Job Opportunity at MedImpact

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join our team! Why join MedImpact? Because our success is dependent on you; innovative professionals with top-notch skills who thrive on opportunity, high performance, and teamwork. We look for individuals who want to work on a team that cares about making a difference in the value of healthcare.

At MedImpact, we deliver leading edge pharmaceutical and technology related solutions that dramatically improve the value of health care. We provide superior outcomes to those we serve through innovative products, systems, and services that provide transparency and promote choice in decision making. Our vision is to set the standard in providing solutions that optimize satisfaction, service, cost, and quality in the healthcare industry. We are the premier Pharmacy Benefits Management solution!

Job Description

Supports department quality improvement initiatives by conducting audits of customer service and prior authorization transactions, providing call coaching and training to staff, and participating in department quality improvement studies.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Completes quality audits of customer service, claims and prior authorization transactions to ensure timely and accurate information is provided to callers.
• Provides monitoring feedback to staff and department leadership team. Submits reports of audit results to the department leadership team. Provides overall analysis of quality scores and identifies trends for CSR training purposes.
• Supports department training and skill development initiatives through call coaching, mentoring, and training staff as assigned. Recommends training program improvements or any additional customer service training needs. Identifies training needs and develops training reminders for staff.
• Participates in the development of Knowledge Check questions to improve customer satisfaction based on client feedback and training issues identified through call monitoring. Identifies areas for additional training based upon Knowledge Check question results.
• Recommends workflow process improvements or enhancements to department leadership team. Contributes to the development of MedAccess enhancements through recommendations.
• Audits and provides analysis for the Customer Service Survey line.
• Attends and participates in monthly staff meetings. Prepares and provides training materials as needed. Provides input to ensure audit results and service or training issues are communicated to CSRs.
• Responsible for selection of calls for monthly calibration meetings as well as providing feedback regarding call scoring and Best Practices. These meetings are with all MedImpact Contact Center sites and BPO leadership.
• Participates in the development of articles for publication in the quarterly department newsletter.
• Supports the department by answering calls during periods of high volume and assisting with other related tasks.
• Maintains a regular schedule of at least 2 hours of daily Help Desk calls.

No supervisory responsibilities

This is an internal and external client facing position that requires excellent customer service skills and interpersonal communication skills. One must be able to manage difficult or emotional client situations; respond promptly to client needs; solicit client feedback to improve service; respond to requests for service and assistance from clients; meet commitments to clients.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or experience : GED / HS Diploma and 2+ years' experience or equivalent combination of education and experience

Computer skills : Intermediate knowledge of MS Office / Word, Excel, PowerPoint and Outlook. Strong understanding of MedImpact systems including MedAccess, MedResponse, Calabrio, and other systems used. Experience with Windows based database programs is also required. Strong aptitude for new programs. Ability to create complex documents, manage schedules and analyze data.

Other skills and abilities :

Reasoning ability :

Mathematical skills :

Language skills :

Competencies to perform the job successfully :

Physical demands :

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is regularly required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and / or move up to 25 pounds.

Work environment :

This position may regularly be exposed to or encounter moving mechanical parts, high, precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, risk of electrical shock or vibration. The noise level in the work environment is usually moderate (examples : business office with computers and printers, light traffic).

Work location :

This position must work on-site at the Tempe, AZ office for purposes of providing adequate support to internal clients; being available for face-to-face interactions and coordination of work with other employees, colleagues, clients, or vendors; as well as for facilitation of quick and effective decisions through collaboration with stakeholders. Remote work is not an option for these purposes.

Working hours :

This is a full-time non-exempt position requiring one to be able to work overtime from time to time in order to get the job done. Therefore, one must have the ability to work nights, weekends or on holidays as required. This may be changed at any time to meet the needs of the business. The typical working hours for this position are Monday through Friday from 8 : 00am to 5 : 00pm.

Travel :

This position requires no travel however attendance may be required at various local conferences and meetings.

The Perks :

MedImpact, is a privately-held pharmacy benefit manager (PBM) headquartered in San Diego, California. Our solutions and services positively influence healthcare outcomes and expenditures, improving the position of our clients in the market. MedImpact offers high-value solutions to payers, providers and consumers of healthcare in the U.S. and foreign markets.

Equal Opportunity Employer, Male / Female / Disabilities / Veterans

OSHA / ADA :

To perform this job successfully, the successful candidate must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer :

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of