Customer Compliance & Diversion Surveillance Analyst II

SUMMARY

Under the direction of the Diversion Surveillance Program Supervisor, the Diversion Surveillance Monitoring Analyst ensures a compliant suspicious order monitoring program to prevent the diversion of controlled substances by performing a review of customers’ controlled substance orders “pended” post-algorithm review.

Diversion Surveillance Monitoring Analyst monitors customers’ controlled substance ordering patterns using analytical tools and diversion prevention (e.g., red flag) training to ensure Covetrus North America’s distribution and/or dispensing of controlled substances is compliant with federal and state regulations.

This position is the point of contact for customer inquiries related to “pended” controlled substance orders, required analysis, and follow-up. This position will also coordinate with the internal sales team to ensure timely outreach and follow-up with customers. Experience in suspicious order monitoring as well as a practical understanding of the Federal Controlled Substance Act, 21 CFR § 1300 et seq. required.

Analyst II position will cross-train in additional areas of the Regulatory Compliance Team. This position will also participate in projects and process improvement initiatives as assigned by leadership.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Leverage analytical tools to monitor the distribution of controlled substances from Covetrus North America distribution centers to its customers.
• Perform trend analysis and assessment of customer order history, compliance forms, and suspicious order monitoring algorithm results to ensure controlled substance order does not meet DEA criteria of a suspicious order.
• Monitor customer ordering patterns for unusual activity, in accordance with Covetrus SOP and federal and state regulations.

• Maintains current knowledge base for federal and state regulations, standards, or guidance documents related to wholesale distribution and/or dispensing of controlled substances and diversion surveillance.
• Ensures established metrics in areas of responsibilities/tasks are consistently met.
• Draft communication to customers and ensure follow-up with customers meets established workflows and service level agreements (SLA).
• Collaborate with the internal sales team when communicating with customers regarding controlled substance orders requiring customer outreach and follow-up.
• Handle various types of customer inquiries (phone, email, etc.)
• Handle a high volume of order analysis, customer outreach, and internal and external customer inquiries in a timely and customer-centric manner with consideration for the company’s efficiency and productivity guidelines.
• Build sustainable relationships of trust through open and interactive communication with both internal and external customers.
• Take the extra mile to engage both internal and external customers.
• Support team as a subject matter expert and mentor Analysts I colleagues.
• Participates in internal projects, as assigned by leadership.
• Assists with training of employees in assigned tasks.
• Supports team as a subject matter expert and mentors Analysts I colleagues.
• Assist with the development of training material/programs in assigned tasks.
• Cross-trained in other areas of the Regulatory Compliance team (e.g., Diversion Surveillance, Controlled Substance Ordering & Customer Support). 
• Draft SOPs and workflows for assigned tasks, as assigned.
• Performs additional duties as assigned.

QUALIFICATIONS:
EDUCATION AND/OR EXPERIENCE
•    Associate’s Degree (required) Bachelor's Degree (preferred) in a related field: Chemistry, Biology, Health Administration, Animal Health, Business, Nursing, Pharmacy, Microbiology, Criminology, Criminal Justice, or a combination of equivalent education and experience.  
•    Minimum of 1-3 years of related industry experience with exposure to a regulatory, law enforcement, and/or security environment or combination of equivalent education and experience 

CERTIFICATES, LICENSES, REGISTRATIONS (Preferred not required)
•    Certified Pharmacy Technician or Certified Veterinary Technician
COMPETENCIES (SKILLS AND ABILITIES)
•    Customer/Client minded.
•    Ethical conduct. 
•    Research skills.
•    Reading comprehension – ability to understand written sentences and paragraphs in work-related documents. Ability to comprehend basic principles, theories and laws, policies, and procedures that pertain to wholesale drug distribution.
•    Critical thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.  Ability to pay attention to details.