Quality audit lead analyst

JOB DESCRIPTION

• The Quality Review and Audit Lead Analyst is responsible for supporting Accredo Specialty Pharmacy's organizational goals of delivering high quality service to our customers by professionally addressing their needs, delivering accurate information and ensuring compliance to established standards. As a member of the Quality Department this employee will be expected to have a customer mind-set focus, provide unbiased, factual, and timely feedback to allow for employee improvement.

DUTIES & RESPONSIBILITIES

• Meets daily, weekly and monthly audit productivity and accuracy goals

• Manage intake requests from the business within agreed service level agreements and turnaround times

• Works and delivers on assigned projects/task timely

• Self-motivated, action oriented and works independently

• Maintain a working knowledge of internal systems and business processes

• Develop and maintain standard operating procedures related to the responsibilities

• Conduct ongoing studies and data analysis through call listening and tracking conversation outcomes

• Identify opportunities for improvement using existing technology, data analysis, and knowledge.

• Prepares and/or participates in calibration and call listening sessions

• Analyze data for trends and provide clear and actionable insights

• Drive and support service improvement initiatives

• Prepare and present reporting to Operations Leadership

• Foster strong and trusted working relationships with internal partners

• Support and/or partner with leadership in conducting effective coaching sessions

• Collaborate with operational leaders to streamline processes and achieve objectives

• Bring creative and collaborative solutions internally to the Quality Dept. and to our business partners/customers

• Standardize and refine comment structures to improve clarity, actionability, and alignment with guidelines.

• Ensure quality audit elements remain relevant, identifying underutilized trends, and determining when updates are needed

QUALIFICATIONS

• Strong analytical and data analysis skills required

• High School diploma or equivalent required; Bachelor's degree preferred

• At least 2 years of Specialty Pharmacy experience with Cigna/Accredo a plus

• Working knowledge of internal pharmacy systems such as CRM/Care Central, RxHome, CSP preferred

• Knowledge of Verint Call Recording platform preferred

• Previous auditing, calibration, and/or quality experience preferred

• Proficient/advanced knowledge of Microsoft Office 365/Online applications such as Excel, SQL, Tableau, Outlook, SharePoint, Power BI, etc. preferred

• Strong oral/written communication skills, and proven ability to present to all levels of organizational leadership strongly preferred

• Ability to learn and apply quickly, prioritize, organize and thrive through change

APPLICABLE COMPETENCIES

• Customer Focused

• Compassionate

• Solution Oriented

• Motivational

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.