Archimedes

Archimedes - Transforming the Specialty Drug Benefit - Archimedes is the industry leader in specialty drug management solutions. Founded with the goal of transforming the PBM industry to provide the necessary ingredients for the sustainability of the prescription drug benefit – alignment, value and transparency – Archimedes achieves superior results for clients by eliminating tightly held PBM conflicts of interest including drug spread, rebate retention and pharmacy ownership and delivering the most rigorous clinical management at the lowest net cost. .______________________________________________________________________________________________________________________________________________________________________________________________________. Current associates must use SSO login option at https://employees-navitus.icims.com/ to be considered for internal opportunities.

USD $0.00 - USD $0.00 /Hr.

Core Business Hours

Archimedes is seeking a dedicated Quality Control Team Leader to join our dynamic team. The selected candidate will support our Call Center operations with emphasis on developing and enforcing quality control standards and criteria for evaluating customer interactions, including calls, emails, and chats. Lead and drive efforts to continuously improve quality control processes and methodologies based on performance data and feedback. Be the Subject Matter Expert by delivering clear and constructive feedback to agents based on quality control evaluations, focusing on both strengths and areas of improvement. Drive collaboration by coordinating with other inter departmental functions such as operations and training, to align quality control efforts with overall call center goals

How do I make an impact on my team?

 

The essential functions include, but are not limited to the following:

 

• Monitor a sample of inbound, outbound and QA/QC list, email responses with the goal to evaluate Member Service Representative responses, technical and program accuracy and customer service performance set forth by Member Service SLA's
• Evaluate post call surveys for trends and report weekly results to department management.
• Implement Call Center quality processes and procedures and make recommendations for enhancements.
• Participate in the design of call monitoring formats and quality standards.
• Review, investigate, and resolve Jiri ticket cases within the target SLAs.
• Develop process controls, work instructions, and supporting documentation for training, onboarding, and customer support related to QC of production files.
• Contribute to QC summary sessions to evaluate agent performance.
• Identify trends and offer recommendations to resolve findings.
• Participate in team meetings to discuss trends, agent review feedback, and implementation of quality management strategies Handle incoming calls from customers with professionalism and courtesy.
• Demonstrates accuracy and thoroughness
• Use quality control tools and software to monitor, record, and evaluate customer interactions.
• Manage and resolving complex or sensitive customer issues that have been escalated beyond frontline agents.

What our team expects from you?

 

• Associate's degree or higher
• 3+ years call center experience preferable
• 1+ years of experience in Healthcare or Pharmacy Services (Excluding Home Healthcare)
• Advance knowledge and skills with Excel
• Excellent written communication skills to communicate B2B regarding member account issues and concerns with third parties, and internal stakeholders
• Proven experience in a customer service role, preferably within a call center environment.
• Ability to manage multiple tasks while maintaining attention to detail.
• Proficient in using call center software and other relevant technology.
• A positive attitude with a commitment to delivering exceptional service.
• Flexibility to work various shifts as needed.

 

502 Earth City Expy STE 300

Earth City

MO

63045

US