PSS Call Center Quality and Monitoring Analyst

Sep 07, 2021

Job Description

1.4 million patients are projected to be supported by Novartis Patient Specialty Services (PSS) by 2023. Importantly, PSS is increasingly providing strategic leadership, execution, and resources to help appropriate patients access, initiate and remain on the Novartis medications needed to improve their lives. Today a significant percentage of patients are unable to access appropriate treatments and are lost before their first prescription is filled, with a majority lost at year one. Losing a majority of patients for preventable reasons is unacceptable and we know patients deserve better.

Imagine a dynamic strategy that dedicates greater technology, creativity, and talent to drive the innovative HCP and patient support to access, in order to allow appropriate patients to start and stay on their medications. Enhancing critical capabilities around the patient and HCP experience “post prescription” is the exact vision of Novartis PSS and the reason we are seeking top talent for the role Quality Assurance Analyst. Patients are the core of what we do here at Novartis, we are reimagining medicine to build, design, implement, and run dynamic end-to-end patient support offerings to help sup-port patient success.

Do you want to be part of a team that puts patients first and puts a strong focus on customer-centric initiatives? Do you want the opportunity to lead and collaborate with cross-functional stakeholders? If so, we want to hear from you!

Working under the Director of Performance, Quality & Improvement (PQI), the Quality Assurance Analyst is responsible for performing all aspects of quality assurance (QA) observation, monitoring, calibration for the Customer Engagement Center (CEC) contact center operations. In this role you are responsible for monitoring customer inquiries and communications to ensure adherence with Novartis policies and procedures, including Standard Operating Procedures (SOPs) and Work Process Documents (WPDs) relating to Compliance, Privacy, identification and processing of potential Adverse events (AE) and/or Product Technical Complaints (PTC).

This role is focused on conducting observations and ensuring the quality of the customer interaction between the Case Management and Reimbursement team members (phone agents, Team Leads, Field PSS and other roles as required) and customers. As omni channel capabilities are introduced to the CEC customer journey, this role will support those interactions as well and may include email, SMS/text, chat, and other channels.

The Quality Assurance Analyst role will ensure a consistent and compliant application of communication techniques, work process document (WPD) procedures and customer service best practices by coaching and delivering feedback to Case Management and Reimbursement team members (phone agents, Team Leads and other roles as required) thereby developing them to a higher level of performance. The Quality Assurance Analyst functions as an information source when special or critical case quality issues occur. This position will work in conjunction with the Case Management, Reimbursement and Workforce Management teams to maintain overall program quality.

Major Accountabilities:

Monitor customer interactions
Inbound and outbound calls, email, Interactive Voice Response (IVR) scripts, SMS/text, chat, and other channel communications to ensure quality and compliance standards are met. Approved call guides, call flows, scripts, FAQs, and other knowledge articles are the source documents used for evaluation of the customer interaction.
Evaluates, observes, and monitors agent use of various systems as part of their role to sup-port customer engagement and manage transactions helping to ensure accurate documentation.
Ensures adherence to quality assurance policies and procedures, identifying gaps and recommending corrective actions.
Interface with work force management to drive productivity improvement to ensure operational excellence.
Perform scheduled coaching/feedback sessions with agents, Team Leads/Associate Directors to ensure quality performance feedback is provided in a timely manner.
Where applicable, provides feedback to the agent offering skill coaching, contact handling performance evaluation using Novartis provided QA guidelines and evaluation tools.

Assess agent performance
Measures agent use of customer service skills, approved communication materials such as call guides, frequently asked questions (FAQs) and other knowledge articles to handle each customer interaction effectively and accurately.
The QA Analyst will evaluate agent utilization of Novartis technology systems provided them to perform their role.
This position will review and evaluate proper identification and reporting of potential adverse events (PAE) and any product technical complaints.
Provides quality ratings and identifies and/or recommends training areas for coaching and development.
Performs performance monitoring calibration to ensure alignment with key business partners.

Monitor trends
Document and share trends and insights that support the growth and development of overall contact center performance, especially in quality measures that impact satisfaction, efficiency, and agent attrition, including but not limited to:
The improvement of call, voice, and other channel communication experiences
Identifying possible areas of business risk reduction
Supporting continuous improvement in the CEC’s processes
Identifying and addressing potential customer interaction issues
Providing feedback regarding quality monitoring findings to key roles and partners regarding new/existing technology solutions for documentation, insight gathering, opt outs/channel suppressions.

Technological Responsibilities
Uses CEC systems and resources to identify areas to improve agent processes and performance that impact engagement, both customer and agent satisfaction. This role contributes information that supports the user stories, journeys and customer experience flows.
Systems may include recorded calls, Natural Language Processing speech analytics, Customer Relationship Management (CRM), and telephony platforms
Work across systems to access quality performance reports

This role supports the performance of customer-facing Case Management and Reimbursement team members providing support to patients, physician office staff, pharmacists, and internal partners.

You will provide quality performance feedback using defined tools and systems to the team. Areas of performance feedback include team support and resolution for customer requests and incidents – how accurately and efficiently calls and contacts are handled when received from patients, their care-givers and members of the healthcare team and educate/advise current and prospective members about the most suitable plans/benefits based on their needs.

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

What you’ll bring to the role:

•Education: Bachelor’s degree (business, healthcare, or related program) required.
•Travel requirements: No travel requirements. Role is based in East Hanover, NJ and is hybrid combining both on and remote work hours.

Required Experience:
•1-3 years contact center or related quality monitoring experience
•Strong communication skills including active listening, providing detailed feedback, creating documentation, paraphrasing
•Working with QA monitoring systems such as Genesys, NICE, Verint or other solutions
•Ability to grow with the evolving CEC landscape
•Ability to build, inspire, and motivate a team
•Proficient in MS Office applications specifically Excel, PowerPoint, Teams, Word

Preferred Experience:
•Successful team player skills working across multiple locations (both remotely and onsite)
•Experience working in a Patient Services contact center is desired
•Prior knowledge and experience with commercial and government insured patient reimbursement programs including copay, savings cards, vouchers, free trial offer and/or prior authorization, benefit investigation and verification, appeals, and payer policies and procedures with both pharmacy and medical benefit products.
•Bi-lingual Spanish and English. Highly proficient with reading, writing and spoken Spanish and English language skills.

You’ll receive:
Competitive salary, annual bonus, long term incentive for select levels, health insurance, paid vacation/holidays, potential flexible working arrangements, subsidized dining facilities, employee recognition scheme.

Why consider Novartis?

769 million. That’s how many lives our products touch. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

Commitment to Diversity, Equality & Inclusion:
Novartis embraces diversity, equal opportunity, and inclusion. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration, and empowers our people to unleash their full potential.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here:

We are Novartis. Join us and help us re-imagine medicine.
East Hanover, NJ
Full Time
careers default image

PSS Call Center Quality and Monitoring Analyst

Apply to Job Access Job Account