Analyst, Pharmacy Quality

About the role

Company

Lumicera

About Us

Lumicera - Lumicera Health Services Powered by Navitus - Innovative Specialty Pharmacy Solutions- Lumicera Health Services is defining the “new norm” in specialty pharmacy to optimize patient well-being through our core principles of transparency and stewardship. Here at Lumicera, our team members work in an environment that celebrates creativity and fosters diversity. ._____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities. ______________________We are committed to providing equal employment opportunity to all applicants and employees and comply with all applicable nondiscrimination regulations, including those related to protected veterans and individuals with disabilities. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or handicap.

Pay Range

USD $22.20 - USD $26.43 /Hr.

STAR Bonus % (At Risk Maximum)

0.00 - Ineligible

Work Schedule Description (e.g. M-F 8am to 5pm)

M-F 8am to 5pm

Remote Work Notification

ATTENTION: Lumicera is only able to offer remote work to residents of Arizona, Alabama, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin

Overview

Lumicera Health Services is seeking a Analyst, Pharmacy Quality to join our team!

The Analyst, Pharmacy Quality (aka Quality Analyst) collaborates with area business leaders to directly support teams and operations. This role is responsible for developing, implementing, and monitoring processes to obtain and audit key performance metrics. Through these efforts, the Quality Analyst will continually monitor the abilities, competencies, and service quality delivered by members of the team and provide reports to leadership on associate key performance indicators.

The Quality Analyst monitors and audits inbound service calls to assess associate demeanor, technical accuracy, performance, and adherence to company policies and procedures. This role will document audit outcomes, training plans, development needs, and other relevant materials that clearly outline performance. Partnering with teams, the Quality Analyst fosters a collaborative and positive environment that supports associate success and growth, while supporting Leadership in the development of action plans at both the team and individual contributor levels.

Is this you? Find out more below!

Responsibilities

How do I make an impact on my team?

Demonstrate passion for helping teams succeed based on their individual needs, learning styles, and feedback preferences

Help foster a department culture of trust, respect, honesty, and desire to make excellent patient care at the forefront of all we do

Participate in a robust Quality Management Program to include conducting evaluations of inbound/outbound interactions using established scorecards to assess empathy, communication, accuracy, compliance, and process adherence

Identify trends, recurring issues, and systemic barriers affecting patient experience, associate performance, or workflow efficiency

Facilitate recurring calibration sessions with individual contributors and area leaders to ensure scoring consistency, maintain inter-rater reliability, and update scoring guidance as needed

Recommend updates to scorecards, evaluation rubrics, workflows, SOPs, and coaching tools based on findings and calibration outcomes

Maintain strong working knowledge of quality standards, systems, processes, and policies relevant to the evaluation program

Partner with Training & Development to align QA findings with curriculum design, job aids, coaching tools, and targeted skill development

Ensure resources and technology are utilized efficiently by teams; identify improvements and propose and contribute toward solutions

Support compliance program objectives, ensuring evaluations, documentation, and audit processes align with regulatory requirements - escalating risks within interactions through appropriate channels

Support root-cause analysis efforts by contributing quality insights to cross-functional working sessions or improvement initiatives

Able to travel to other campuses and training events

Other duties as assigned

Qualifications

What our team expects from you?

High School diploma or equivalent required. Bachelor’s degree or equivalent experience strongly preferred

Experience in call-center quality assurance, performance evaluation, training, pharmacy operations, or a related field strongly preferred

Experience with Calabrio or similar quality management tools preferred

Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint required

Participate in, adhere to, and support compliance program objectives

The ability to consistently interact cooperatively and respectfully with other employees

What can you expect from Lumicera?

Top of the industry benefits for Health, Dental, and Vision insurance

20 days paid time off

4 weeks paid parental leave

9 paid holidays

401K company match of up to 5% - No vesting requirement

Adoption Assistance Program

Flexible Spending Account

Educational Assistance Plan and Professional Membership assistance

Referral Bonus Program – up to $750!

#LI-Remote

Location : Address

Remote

Location : Country

US

Posting text as published by Navitus Health Solutions.

The evidence behind this listing

Workplace

Remote Employer field

Seniority

Not established

Employment type

Not established

Location as listed

US

Pay and work authorization

Stated pay

Not stated

Visa sponsorship

Not stated

Security clearance

Not established

Citizenship

Not established