Manager - Medicare Quality Assurance - Pharmacy Benefits Management

Manager, Medicare Quality Assurance
Pharmacy Benefits Management

Dallas, TX

Prime Therapeutics LLC is a pharmacy benefits solutions company dedicated to providing innovative, clinically-based, cost-effective pharmacy solutions for clients and members.

We are seeking a take-charge professional to be responsible for identifying and driving improvements in Medicare customer service and assessing customer service quality for all Medicare lines of business.

Specific responsibilities:

Act as key contact for clients and internal employees for items related to Medicare customer service issues.
Gather information from CMS, Prime employees and clients and crafts agent alerts.
Ensure compliance with CMS requirements for Medicare customer service.
Establish a quality monitoring program for all Medicare lines of business at Prime and at our out sourced vendors; develop call monitoring criteria; conduct calibration sessions; oversee activities of quality monitoring analysts at vendors and at Prime.
Maintain accurate quantitative and qualitative records of multi-channel performance, tracks trends and performs analysis of root causes.
Review member grievances and other escalated Medicare issues and partner with Training to develop training materials; create agent alerts and quizzes to improve agent knowledge.
Conduct pre and post-quality analysis reporting on the effectiveness of training.
Maintain Contact Center quality assurance database.
Partners with Training to ensure that Training materials are kept current.

Qualifications:

Bachelor?s degree and 6+ years call center experience.
Minimum of 3 years QA management experience.
Proficiency with Microsoft Word, Excel and Powerpoint preferred.
Experience developing training materials.
Excellent written and verbal communication skills.
Demonstrated track record improving customer service in a contact center environment.
Ability to act independently.

At Prime, you will enjoy a supportive environment and plenty of advancement opportunity within a fast-growing business. You will also be rewarded with a competitive salary and benefits package.

For confidential consideration, please apply online at:
www.primetherapeutics.com/aboutrecruitment.htm

Prime Therapeutics LLC
2901 Kinwest Parkway
Irving, TX 75063

Equal Opportunity Employer