QA Lead - Customer Service

As a Quality Assurance Lead, your focus will be to maintain, improve and develop the quality review process while acting as a liaison between our customers and several high-priority verticals within CoverMyMeds. Your job is to drive value to our team through ensuring the delivery of a high quality service for our customers, while constantly seeking out new opportunities to improve our processes.


What You’ll Do


You will serve as a leader within our Patient Services team leading our Quality team for one of our newest initiatives. Like most growing companies, the job content of all positions varies daily as everyone pitches in to get the job done. Nonetheless, we try to maintain clarity with respect to employees’ primary responsibilities.


  • Maintain and improve the quality of case manager performance through the auditing of user interaction.
  • Develop and lead a formalized process to review case workflow.
  • Identify and document areas of improvement within the case manager workflow.
  • Evaluate implemented workflow changes, measuring the impact on case manager performance over time.
  • Work in conjunction with Pharma clients through calibration sessions and other interactions to ensure alignment of processes and identify areas of improvement 
  • Develop and maintain monthly QA brand reports.
  • Refine auditing scorecards to meet the needs of the program.
  • Partner with the specialty leadership team to deliver actionable feedback to the case manager team.
  • Coordinate with the training and content team to create and refine case manager resources.
  • Liaise with the End User Experience team to develop high quality standards and help define the output of operational excellence
  • Create reports and utilize new and existing reporting tools to improve efficiency of the QA process.
  • Develop a repeatable process to ensure Adverse Events are being reported accurately and client contracts are being met.

About You


You have strong attention-to-detail, communication skills and thrive on creating and fostering a culture devoted to high quality standards. You’re reliable and have strong initiative, and enjoy collaborating with internal and external stakeholders. You thrive in a fast pace environment, are empathetic, and don’t allow setbacks to get in your way or frustrate you. You are exceptionally organized, methodical professional with the experience necessary to take the quality of our program to the next level.

  • Bachelor’s degree preferred
  • Previous experience in user-facing operations, such as Customer Care, Customer Success, or Customer Solutions
  • Knowledge of quality assurance terminology, methods and tools.
  • Strong attention to detail, organization skills and are an excellent communicator. You’re clear, concise, and get the right people involved at the right time
  • Demonstrated analytical, problem-solving, and decision making skills
  • You’re never satisfied with the status quo and leverage every available resource at your disposal.
  • You’re a strong collaborator who finds a way to produce results, even with limited resources 
  • Proficient in Confluence, JIRA, Excel, & Powerpoint
  • Professional certification, such as Six Sigma, Quality Engineer, or Quality Auditor is preferred but not required.


About Us

CoverMyMeds is one of the fastest growing healthcare technology companies in the US. We help prescribers and pharmacies submit Prior Authorization requests for any drug and nearly all health plans - 100% free - to get millions of patients on their medications every single year.  Our team of highly-productive healthcare enthusiasts with a passion for helping others is the best thing about working here.  On-site chef and paid benefits? Yeah, we have those too.  But don’t take our word for it.  We’ve been named to Inc. 500’s list three times, were awarded one of the top places to work by Modern Healthcare, and twice won best places to work in Columbus, Ohio.


CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to minority status, gender, disability or veteran status.

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