Your Role

The Pharmacy Quality Assurance, Specialist under direction of the Sr. Manager of Pharmacy Infrastructure is responsible for supporting a continuous quality assurance program. This role routinely audits the quality of the Pharmacy Authorization Contact Center technician team interactions with BSC internal and external customers. This role also identifies training opportunities and workflow gaps; assisting in the development and updating of new and existing work processes to support team achievement of required quality standards.

Your Work

In this role, you will:

• Responsible for performing assigned audits
• Focus on multiple areas of expertise or lines of business, and job functions (i.e. Call Center, Intake, Fax, UMRx)
• Identifies and documents audit observations and findings
• May review lower-level employee work
• Communicates audit issues and provides potential solutions
• Outlines communications to operations when necessary
• May participate in corrective/preventive action planning & implementation related to audits
• Interacts with operation representatives to influence outcomes
• Manages timelines, assignments, and work plans
• May represent BSC with internal partners and/or external entities
• Other duties as assigned
• Works to achieve operational targets within job area which has some impact on the overall achievement of broader team results
• Works independently with minimal supervision
• Work typically consists of tasks that are not routine, that require some discretion within broad operational boundaries and procedures
• Operational targets may be achieved through leading other team members within the job area through delegation and review or through individual execution
• Responsible for adjusting or recommending enhancements in systems and processes to solve problems or improve effectiveness of job area
• Communicates with contacts typically within and outside the department on matters that involve obtaining or providing information on matters of significant importance to the job area
• Explains practices, procedures and policies to reach agreement
• May act as a team lead and assistant to the supervisor/manager. May delegate tasks to other team members and be responsible for the review of work product
• May provide input to management in (e.g., performance management, disciplining, etc.)

Your Knowledge and Experience

• Requires minimum of 7 years of experience.
• May require vocational or technical education in addition to prior work experience
• Requires a minimum of 1 year experience in a Call Center environment
• Requires previous quality assurance experience, performance coaching or other leadership experience e.g. providing feedback and coaching or training to less skilled or less experienced personnel preferred
• Requires advanced knowledge of automated systems in a production or operations environment
• Requires the ability to identify and resolve complex problems related to automated systems and operations within functional areas
• Requires demonstrated ability to follow issues through to resolution using time management skills and prioritization of workload
• Requires problem-solving skills
• Requires excellent interpersonal and verbal/written communication skills
• Requires ability to work independently with limited supervision using established procedures
• Requires strong computer skills to operate effectively with company systems and programs knowledge of Microsoft office (Word, PowerPoint, Visio & Excel)
• Requires strong documentation and organizational skills
  

Pay Range:

The pay range for this role is: $ 24.48 to $ 34.27 for California.

Note:

Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.

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