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Nuestros talentosos miembros del equipo aportan experiencia en terapias y sistemas de salud para ayudar a los pacientes a obtener mejores resultados en su atención.\r\nComo organización en crecimiento, AssistRx considera a sus empleados su mayor activo. Únase a nosotros mientras continuamos marcando la diferencia....\r\n\r\nEste puesto tiene la responsabilidad de liderar las tareas diarias relacionadas con la supervisión, calificación y reporte de llamadas del programa de Soluciones para Pacientes de la empresa, así como la calidad del ingreso de datos en el sistema. En este rol, el Especialista en Garantía de Calidad atiende a los clientes identificando, analizando y desarrollando mejoras en productividad, calidad, relaciones internas del equipo y servicio al cliente. El Especialista en Garantía de Calidad brinda apoyo regularmente a los gerentes del departamento y al director para mantener eficazmente las operaciones y objetivos del programa.\r\n Realizar un mínimo de 8 revisiones de calidad por asociado al mes. Supervisar procesos incluyendo la gestión de llamadas para asegurar que se cumplan los KPI del programa y las directrices establecidas de calidad.\r\n Auditar registros de casos para asegurar que la documentación de historiales e interacciones sea adecuada según las directrices establecidas de calidad.\r\n Preparar informes de puntuación de calidad por asociado, equipo y/o programa para revisión gerencial semanal y mensual.\r\n Identificar tendencias de servicio y colaborar con la gerencia para garantizar y promover el cumplimiento de las directrices de Soluciones para Pacientes y apoyo dentro de las áreas asignadas.\r\n SME en todos los aspectos del(los) programa(s) para determinar áreas de preocupación así como oportunidades para agilizar procesos y eliminar errores.\r\n Tras recibir notificación sobre mejoras en el programa, ayudar en el desarrollo de materiales de capacitación para asociados y participar en sesiones de entrenamiento asegurando que los asociados entiendan cómo la mejora del programa afectará la revisión/calificación de calidad.\r\n Monitorear AE del programa y presentar hallazgos a la gerencia para revisión y conciliación inmediata.\r\n Brindar apoyo al equipo del programa en auditorías periódicas del departamento.\r\n Responsabilidades adicionales según sea necesario basadas en requisitos del departamento, programa y proyecto.\r\n Requisitos\r\nExperiencia previa en centro de llamadas participando en revisiones de desempeño de calidad de llamadas y auditorías de sistema preferida.\r\n Experiencia previa en programas de apoyo al paciente/ayuda al paciente y/o acceso financiero preferida.\r\n Bilingüe – español deseable.\r\n Título universitario o enfermero registrado (BSN o RN) es un plus.\r\n \r\n COMPETENCIAS:\r\n Adaptabilidad - Se adapta a cambios en el entorno laboral; 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Trabaja con integridad y ética; Defiende los valores organizacionales.\r\n Habilidades Interpersonales - Se enfoca en resolver conflictos, no en culpar; Mantiene la confidencialidad; Escucha a los demás sin interrumpir; Controla sus emociones; Permanece abierto a las ideas de otros y prueba cosas nuevas.\r\n Comunicación Oral - Habla con claridad y persuasión en situaciones positivas o negativas; Escucha y busca aclaraciones; Responde bien a preguntas; Demuestra habilidades para presentaciones grupales; Participa en reuniones.\r\n Apoyo Organizacional - Sigue políticas y procedimientos; Completa tareas administrativas correctamente y a tiempo; Apoya los objetivos y valores de la organización; Beneficia a la organización mediante actividades externas; Apoya la acción afirmativa y respeta la diversidad.\r\n Profesionalismo - Aborda a los demás de manera diplomática; Reacciona bien bajo presión; Trata a los demás con respeto y consideración independientemente de su estatus o posición; Acepta responsabilidad por sus propias acciones; 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Nuestros talentosos miembros del equipo aportan experiencia en terapias y en el sistema de salud para ayudar a los pacientes a obtener mejores resultados en su atención.\r\n\r\nComo organización en crecimiento, AssistRx considera a sus empleados su activo más valioso. Únase a nosotros mientras continuamos marcando la diferencia....\r\nDescripción general:\r\nEste puesto tiene la responsabilidad de liderar las tareas diarias asociadas con los programas de asistencia para copagos de la empresa. En este rol, el Especialista de Garantía de Calidad atiende a los clientes identificando, analizando y desarrollando mejoras en productividad, calidad, relaciones con clientes y servicio al cliente. El Especialista de Garantía de Calidad brinda regularmente apoyo al gerente del departamento y ocasionalmente a la alta dirección, con el fin de mantener eficazmente las operaciones y objetivos del programa.\r\n\r\n Monitorear las llamadas de los asociados y proporcionar retroalimentación a los gerentes del programa sobre fortalezas y oportunidades de capacitación de los asociados\r\n Revisar los registros de casos de los asociados para garantizar que se cumplan las métricas del programa\r\n Preparar informes del centro de llamadas y realizar el seguimiento de las tendencias de servicio\r\n Participar en la creación y mantenimiento de los procedimientos operativos estándar (SOP) del programa\r\n Ayudar en las pruebas de aceptación de usuarios de la plataforma del programa (eCase, iAssist)\r\n Monitorear los eventos adversos (AE) del programa\r\n Requisitos\r\n +5 años de experiencia en farmacia especializada de pedidos por correo \r\n Experiencia en entornos relacionados con soporte al paciente o farmacéuticos \r\n Capacidad para gestionar eficazmente el tiempo y cumplir plazos con mínima supervisión \r\n Atención al detalle y conocimiento práctico del CRM interno y los flujos de trabajo \r\n Habilidades efectivas de comunicación: escrita e interpersonal\r\n Técnico farmacéutico registrado (deseable)\r\n Beneficios\r\n Entorno de trabajo solidario, progresista y dinámico\r\n Estructura salarial competitiva\r\n Plan 401(k) con coincidencia y vesting inmediato\r\n Seguros médicos, dentales, de visión, de vida y de discapacidad a corto plazo\r\n \r\n\r\nAssistRx, Inc. se enorgullece de ser un empleador que ofrece igualdad de oportunidades. 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