Process Improvement Specialist

Overview

Scope of Responsibilities: Works under general supervision.  Follows standard procedures to accomplish assigned tasks.  Manages the orientation and training process of new and existing employees.

 

Job Summary: Responsible for overseeing onboarding, training, and development of call center employees while fostering an environment of continuous quality and process improvement.

Responsibilities

• Supports the onboarding, initial training, and support the ongoing development of Patient Care Advocates, Patient Benefit Specialists, Workflow Processing Specialists, and Hub Services Specialists (as appropriate.)
• Collaborate with leadership to enhance training materials and processes for all call center departments
• Provide timely reporting, feedback, and information to support the training and development of all call center teams including call reviews for quality, customer service, and PCI compliance
• Provide insights regarding enhancements to call center workflow on a routine basis
• Support provision of direct patient services for prescription pickups during regular business hours
• Provide customer service coverage for incoming calls and directing incoming calls to appropriate staff as needed
• Continue in the capacity as a Patient Benefits Specialist or Patient Care Advocate and all its roles and responsibilities
• Receive reports of incomplete call center staff trainings and facilitate the completion of outstanding requirements for each department
• Responsible for completing all mandatory and regulatory training programs
• Perform other duties as assigned

Qualifications

Job Skill Requirements:

• Broad knowledge of medications, physician orders, and pharmacy systems
• Strong communication skills
• Outstanding customer service skills
• Excellent organization skills
• Ability to multitask and prioritize
• Excellent computer and keyboarding skills
• Successful completion of a pre-employment and/or random drug screening test

Educational Requirements:

• Minimum: High School Diploma or GED
• Preferred: Pharmacy technician or related certification

 

Experience: 

• Past experience in a customer service-related field
• Preferred: Past experience in a call center environment
• Preferred: 12-24 months experience as a pharmacy technician

 

Compensation:

 

$18.50 - 18.90 per hour.

 

The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience, and education.  

 

KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state, and federal regulations as it pertains to minimum wage requirements.