Ops quality assurance specialist

At our company, we move fast, adapt quickly, and turn challenges into opportunities—all while keeping quality at the heart of everything we do. We believe that work should be a positive and respectful place, and that with the right mindset, anything is achievable.

Our Vision:

Powering better health through pharmacy care driven by tech, trust and heart

Our Mission:

To deliver pharmacy care where access is effortless, care is affordable and patients come first.

Summary

The Ops Quality Assurance Specialist oversees the review, resolution, and tracking of quality assurance for all incident reports under the direction of the Director, Front End Pharmacy. This role is responsible for reviewing incoming incident reports, resolving approved reports, maintaining related logs, and analyzing issue trends. Success in this position is demonstrated through accurate research, timely resolution, effective communication with Customer Care and pharmacy leadership, and consistent support of quality-related processes. The position contributes to the organization by helping ensure service issues are addressed appropriately while maintaining confidentiality and supporting a positive customer experience.

Essential Duties and Responsibilities

• Reviews and researches all incoming Incident Reports.
• Resolves approved Incident Reports in accordance with company expectations.
• Takes necessary steps to correct errors while keeping customer service as the number one priority.
• Communicates resolutions and denials with Customer Care.
• Tracks and analyzes issue trends.
• Maintains logs for returns and incident reports.
• Attends pertinent meetings when necessary.
• Follows and aids in enforcement of all company policies and procedures.
• Respects and maintains confidentiality guidelines of HIPAA.
• Handles pharmacy service-related complaints and concerns in accordance with company policy and promotes a positive customer experience.
• Effectively communicates information to staff and supervisors in an open and timely manner.
• Monitors Quality Related Event Reports, including review of all reports and communication of information back to the Pharmacist in Charge and/or pharmacy leadership.
• Performs additional duties as assigned.

Education and Experience

• Pharmacy Technician Registration required in good standing; certification preferred.
• High school diploma or equivalent required.
• Minimum of one year of pharmacy experience required.
• Familiarity with Microsoft Word, Excel, Outlook, and Teams required.

Knowledge, Skills and Abilities

• Demonstrates strong attention to detail.
• Handles multiple activities or interruptions at once.
• Communicates effectively, patiently, and courteously.
• Works as a focused team player in conjunction with pharmacists, other departments, customers, and management.
• Works independently with little supervision and meets daily deadlines.
• Performs repetitious work accurately.

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment. May have occasional high stress when dealing with customers/clients. Some travel may be required.

EOE M/F/D/V – WellDyne and HealthDyne are equal opportunity employer and prohibits discrimination of any kind. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected status under federal, state, or local law.