Quality Analyst, Call Center
Blinkhealth
Boise
Company Overview: Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products – BlinkRx and Quick Save – remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients. BlinkRx is the world’s first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can’t afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn’t have the medication in stock. We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!
What You’ll Do:
- Perform daily Quality Assurance evaluations on all lines of business, meeting or exceeding the assigned productivity targets
- Conduct patient interaction evaluations for Patient Services phone, chat and emails
- Conduct pharmacy workflow audits, such as Prior Authorization process adherence and data entry for the Hub
- Identify trends and opportunities to improve quality in patient interactions and workflow adherence. Communicate these opportunities to QA leadership or other pertinent stakeholders.
- Collaborate with agents, leaders, and other QA analysts to identify best practices, knowledge gaps and opportunities to enhance protocols, scripting, training and Knowledge Base articles.
- Remain current on our products, protocols, scripting, new clients, features and departmental processes
- Participate in calibration sessions to ensure consistency in grading and auditing practices.
- Serve as a subject matter expert for assigned business segment(s), and function as the expert scoring interactions that others will be calibrated against. Facilitate discussions to explain rationale for scoring, actively listen and make recommendations as necessary to the appropriate scorecards to drive improvement in calibration scores
- Cross train to be able to evaluate quality on other business segments as needed
- Complete other duties as assigned
What You’ll Need:
- A minimum of 2 years of QA experience in a contact center or hub pharmacy environment
- Experience with healthcare, insurance, or other highly regulated industry preferred
- Track record of strong performance and QA scores
- Attention to detail with a knack for precision
- Analytical and process oriented
- Comfortable in a fast-paced environment
- Ability to work independently and as a member a team
- Confident, patient, respectful, and a clear communicator
- Passion for problem solving and troubleshooting
Benefits:
- Health, Dental & Vision – Multiple plan options from day 1
- Well-being Support – Employee Assistance Program with counseling, wellness coaching, legal/financial advice, and more
- Vacation – Accrue up to 80 hours (2 weeks) in year one
- Paid Sick Time – 40 hours per year
- Holidays – 9 paid holidays + 2 floating holidays per year
- Parental Leave – 12 weeks paid (birthing) / 4 weeks paid (non-birthing), including adoption and foster placement
- 401(k) – Traditional and Roth options
- Life & Disability Insurance – Provided at no cost
- Commuter Benefits – Free onsite parking + pre-tax commuter FSA+ Free shuttle service (Pittsburgh, PA only)
- Snack & Drink Stipend – Daily at all pharmacy locations
Locations:
- This position is open to our Pittsburgh, PA, St. Louis, MO, and Boise, ID offices
- This is a Hybrid role: 3 days in office, 2 at home
Shifts:
- Monday-Friday starting between 7:30-9:00am
Why Join Us: It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers. We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.
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