Quality Assurance Analyst
We’re building a new kind of pharmacy to cure one of our healthcare system’s most startling ills: over 50% of prescriptions are never picked up. Because staying on track with doctor’s orders requires more than just delivering pills, we’re managing everything from insurance logistics to pricing, late-night questions to supply chain, and anything else that could stand in the way of effective treatment. Our more than 700 employees are dedicated to fulfilling medicine’s true purpose: to improve the quality of life for everyone who needs it. We’ve filled over 1 million prescriptions to date. To aid our calling, we’ve raised $354 million in funding, and we’re on track to achieve $1 billion in annual recurring revenue (ARR) by 2021. Join us as we prove just how much a pharmacy can deliver.
About the Team
The Quality and Continued Development team at Alto is searching for a Quality Analyst to join us! As Quality Analyst (QA) in the Pharmacy Care Operations team you will be a key leader reporting to the Director of Quality and Continued Development. You’ll work closely with all of our Care site Senior Managers, Directors and their teams to drive improvements. You’ll analyze our external customer feedback [NPS and CSAT] and develop actions to drive improvement. As well as developing internal audit and assessment mechanisms to evaluate and drive improvements of the behaviors from our front line pharmacy technicians, pharmacists and customer service reps.
Accelerate your career as you:
- Monitor inbound and outbound calls and message responses to assess the staff member’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures
- Organize data, identify trends from that data, and working back to inputs and root causes
- Assist in developing, creating and implementing call center quality processes and procedures
- Make recommendations for enhancements to training materials as needed to enhance the overall Alto’s patient experience
- Own reporting and analysis for both internal and external feedback sources including trend analysis and root cause investigation
- Analyze our external customer feedback [NPS, CSAT and clinic feedback] and develop and drive action plans to create improvement
- Develop the process for doing post patient contact evaluations [call and message audits], and drive the analysis to define solutions
A bit about you:
Minimum Qualifications:
- Bachelor’s Degree
- 5+ years of progressive experience working in an operations environment and at least 3+ years in a role directly supporting analysis of operational functions.
- Experience implementing the tools and routines for monitoring the quality of the customer interactions from front line teams.
- Demonstrable success leveraging data to drive solutions, including root cause analysis
- Call center or central operations support experience
- Experience managing cross-functional relationships with operations teams to collaborate and implement solutions
Preferred Qualifications:
- At least 2 years of work experience in an analytics or technical role
- Math, statistics, operations or similar technical degree or Masters in Business Administration
- Lean Six Sigma background
- Experience working in a startup environment
- Deep understanding of the pharmacy ecosystem
Salary Range: $117,300.00 - $138,000.00
Commission Eligible: No
Equity Eligible: Yes
Benefits: Medical, Dental, Vision, 401(k), Group Life, AD&D, Employer paid STD/LTD, generous PTO and parental leave.
Want to learn more about Alto? Check out our blog here: https://blog.alto.com
Alto Pharmacy is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.