Quality and Training Manager (Manufacturer Programs)

POSITION SUMMARY
Responsible for training new hire staff, as well as current staff members to ensure that all employees are fully trained on AllCare Plus’ current policies and procedures, job expectations and responsibilities, as well as company growth and industry changes. Dynamic, team player expected to offer coverage during absence of staff or busy intervals.

ROLE & KEY RESPONSIBILITIES

Training

• Train new hires for programs that are not assigned a designated trainer
• Ongoing training of current employees for programs that are not assigned a designated trainer
• Train and evaluate, in conjunction with Program Director, new hire Quality and Training staff to maintain a quality training program
• Work on training improvements and evaluate resources to provide a comprehensive training program
• Develop training materials and resources for any new programs that are implemented
• Be a resource for any Manufacturer Program client needs from a training perspective
• Proficient in cross training in various departments, knowledge of interdepartmental coordination and communication procedures
• Provide communication and follow up to ensure staff is fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.

Continuous Quality Monitoring and Improvement

• Monitor and verify call center staff phone calls with patients, providers and third-party payers for programs without a PM. Intervene when necessary and train employee once discussed with upper management
• Answer staff and customer questions and recommend corrective services to address customer complaints
• Provide product/service information by answering questions, offering assistance to customers, providers and fellow employees
• Provide monthly updates on call center productivity and quality to upper management for programs without dedicated PM’s

Analytics

• Collect research and data to compile into reports and presentations to be reviewed by the executive management team
• Review and monitor performance indicators for patient access and per call center/ area covered for programs without a dedicated PM
• Bring any indicator red flags to the attention of the call center supervisor and Director (reviews are done daily)
• Work directly with leadership team to identify gaps in call center resources and provide solutions taking into account any financial impact

Other, Operational

• Assists in determining work procedures and expedites daily workflow
• Intervene and assist with various types of communication and tasks to expedite service.
• Updates job knowledge by participating in educational opportunities
• Keep equipment operational by following established procedures; reporting malfunctions.
• Maintains harmony among employees and resolves grievances

NON-ESSENTIAL JOB FUNCTIONS

• Follow the AllCare core values and policies
• Proficient in working in a team environment and leading team building activities
• Highly organized, while being able to effectively multitask
• Strong interpersonal skills
• Capable of intervening, correcting and training while keeping a positive attitude.
• Excellent written and verbal communication skills

JOB REQUIREMENTS

To perform this job successfully, an individual must be able to perform each roll and key responsibility 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

Educational Requirements

Associates Degree or higher is preferred

Preferred Qualifications

Previous experience as a Supervisor and/or minimum of one year supervisory or lead experience

Previous experience working in Quality or Training environment

Knowledge working with Medicare/Commercial/Medicaid/Managed Care claims and denial processes

Experience verifying insurance eligibility and coverage including but not limited to: benefits, pre-certification and referrals

Required Qualifications

Data entry skills and ability to type 30wpm+

Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced pharmacy environment

Excellent customer service skills and professionalism

Understanding of insurance and adjudication processes

Working knowledge of inventory processes

Pharmacy supervisory experience is a plus

PROFESSIONAL COMPETENCIES

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Pursues training and development opportunities; Strives to continuously build knowledge and skills

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments; Maintains confidentiality

Verbal Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings

Written Communication - Writes clearly and informatively; Able to read and interpret written information

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Inspires respect and trust

Adaptability - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Monitors transition and evaluates results; Able to deal with frequent change, delays, or unexpected events.

Delegation - Delegates work assignments; Gives authority to work independently; Sets expectations and monitors delegated activities

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Improves processes, products and services.; Continually works to improve supervisory skills

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness

Diversity - Demonstrates knowledge of EEOC policy; Shows respect and sensitivity for cultural differences; educates others on the value of diversity; Promotes a harassment-free environment; Supports affirmative action and respects diversity; Builds a diverse workforce

Ethics - Treats people with respect; Works with integrity and ethically; upholds organizational values

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments; Looks for ways to improve and promote quality; Monitors own work to ensure quality.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent

At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.