Associate, Operations QA

200 Jefferson Park, Whippany, NJ 07981, USA Req #4036
Thursday, February 9, 2023
ConnectiveRx is a leading, technology-enabled healthcare services company. We work strategically with hundreds of biopharmaceutical manufacturers to help commercialize and maximize the benefits of specialty and branded medications. Our mission is to simplify how patients get on and stay on therapy. We fulfill our mission by providing our customers with innovative services such as patient and provider messaging, the design and operation of copay, vouchers and patient affordability programs, and hub services, all of which accelerate speed-to-therapy and help improve outcomes for manufacturers, healthcare providers and patients.

ConnectiveRx was formed in 2015 by bringing together the industry-leading business of PSKW, PDR/LDM, Careform (2017) and The Macaluso Group (2018) to advance our technology-driven expertise in providing state-of-the-art commercialization solutions. To learn more about our company, visit

Job Description

The Associate, Contact Center Quality is a role that assesses the quality of engagement / service but also influence future performance through direct and comprehensive feedback to those individuals providing said services. This individual may have primary responsibilities for one or more of the following: assessing quality of our customer engagements; claim reimbursement efforts.

What You Will Do:

  • Monitors telephone calls and other communications between the patients and the Customer Care Center. This position requires someone with a strongly embedded understanding of the goal of a culture of empathy across the Customer Care Center that is to be transmitted and communicated in all patient interactions and as well as the provision of exceptional customer service required in patient care/health care case management engagement.

  • Participation in calibration sessions with business partners to ensure quality expectations are being met and program compliance.

  • Work in conjunction with training to ensure QA participation with new programs, new hire classes on existing programs and/or changes to programs.

  • Maintain positive, consistent and effective communication with associates, peers and leadership teams.

  • Identify, communicate and monitor trends and quality risks and serve as a resource regarding quality concerns or issues

  • QA feedback will be provided during coaching sessions utilizing the GROW Coach Module

  • QA Call/Claim review

  • Quality Call & Claim guideline review

  • Agent top trends

What We Need From You:

  • High School Diploma or equivalent.

  • Experience 1 to 3 years in a quality assurance or quality auditing role preferably in a call center environment. in high volume call centers.

  • Experience in pharmacy benefits and health care insurances a major plus. Medical billing background a plus.

  • Problem solving, results orientated, active listening and high level of attention to detail.

  • Solid working knowledge of quality orientated services such as accuracy management, performance metrics, customer experience/satisfaction, and SOP execution.

  • Health Care Experience specifically claim processing, contact center, or similar industry experience is required. Call Center & / or Claim Processing experience is a plus.

  • Intermediate understanding of all Microsoft Office Products (Excel, Word, PowerPoint, etc..).

  • Very strong verbal and written communication skills to enable relationships across all levels of the organization. Fluent in English/Spanish (a plus).

  • Strong organizational skills.

  • Must have an extreme sense of patient/customer empathy

  • Exceptional customer service required in customer care case management engagement.

  • Work in a matrix environment requiring strong collaboration skills.


Work is hybrid and you will need to come in to the office few days every week.

Equal Opportunity Employer:  This employer (hereafter the Company) is an equal opportunity employer and does not discriminate in recruitment, hiring, training, promotion, or other employment policies on the basis of age, race, sex, color, religion, national origin, disability, veteran status, genetic information, or any other basis that is prohibited by federal, state, or local law. No question in this application is intended to secure information to be used for such discrimination. In addition, the Company makes reasonable accommodation to the needs of disabled applicants and employees, so long as this does not create an undue hardship on the Company or threaten the health or safety of others at work. This application will be given every consideration, but its receipt does not imply that the applicant will be employed.

Other details

  • Job Family Indv.Contr - NonExempt
  • Pay Type Hourly
  • Employment Indicator Hybrid
Location on Google Maps
  • 200 Jefferson Park, Whippany, NJ 07981, USA