Process Quality Analyst - EVERSANA

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

THE POSITION:

This position is primarily responsible for leading process and quality initiatives including but not limited to: internal quality and client requirements and auditing associate call center activity along with performing call monitoring and service level auditing to deliver on client expectations and maintain the operational excellence of the department and organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

• Perform daily call monitoring and assessment of assigned client specific programs.
• Perform quarterly internal process audits.
• Investigate and address non-conformities from previous internal and external audits through the Corrective and Preventative Action Program as well as identify Preventative Actions to improve operations.
• Assist quality department in developing and maintaining standard operating procedures and work processes for client specific and internal operations.
• Analyze and resolve process problems and assist departments in solving work problems through our Corrective and Preventative Action program.
• Review and recommend updates to the Quality Policy Manual, and Standard Operating Procedures, WI, and key resource documentation including creation.
• Audit client specific service level agreements for accuracy and complete error tracking documentation.   Recommend coaching and re-training for identified errors,
• Assist with quality and compliance training on topics including but not limited to HIPAA and Adverse Events.
• Process mapping for new processes or change of process
• Leading 2 improvement projects per quarter or as agreed upon between Client and EVERSANA Life Science Services.
• Key contact for KPI tracking at a PSN, Account, or national level including symptom/causation, determination of KPI’s
• Lead CSAT Project Analysis identifying root-cause analysis for CSAT Results
• All other duties as assigned

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTATIONS OF THE JOB:

• Focuses on results in a professional, ethical, and responsible manner when dealing with customers, vendors, team members, and others.
• Accepts being accountable and responsible in work practices and expectations.  Delivers what is promised.
• Fosters a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.
• Uses innovative critical and creative thinking to evaluate and solve work and customer issues.
• Seeks assistance in solving work problems through collaboration and information seeking.
• Travel (10%) Ability to travel and varying levels to drive initiatives
• Hours (40 Hours per week, 5 days of the week)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Strong computer skills, with working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong teaching abilities and mentoring skills.
• Training new and experienced employees on a new or updated workflow or procedure to improve their performance.
• At least 5 years’ experience in the healthcare space with focus on process design and improvement
• At least 2-3 years’ experience managing process improvement initiatives aligned with key principles of Lean and Six Sigma
• At least 2-3 years’ experience in a call center environment with high understanding of quality initiatives in a call center environment
• High critical thinking skill set
• Demonstrated experience with managing multiple complex projects
• Experience leading cross-functional workshops and meetings
• Bachelor’s Degree in a quality related field or business management or equivalent combination of education and experience.

PREFERRED QUALIFICATIONS:

• Strong working knowledge of ACTICS Salesforce systems.
• Pharmaceutical or Healthcare experience required.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

• Ability to think strategically and execute methodically.
• Ability to deal with a variety of emotions and frustration in making business decisions. Emotional stability and personal maturity are important attributes in this position.
• Ability to identify and resolve critical issues and assess their impact on others and the organization.
• Ability to plan, organize and prioritize multiple tasks.
• Ability to analyze complex information.
• Ability to analyze many variables and choose the most effective course of action for the organization at any given point.
• Ability to resolve problems, handle conflict, and make effective decisions under pressure.  Must handle novel and diverse work problems on a daily basis.
• Ability to communicate providing verbal feedback in a professional manner.
• Ability to give, receive, and analyze information, formulate work plans, prepare written material, and articulate goals and action plans.
• Experience leading cross-functional workshops and meetings

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $65,000 to $91,000 and is not applicable to locations outside of the U.S. The base salary range represents the low and high end of the salary range for this position. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). EVERSANA reserves the right to modify this base salary range at any time.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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