Call Center Qa Analyst (Eg)

This is a temporary contractor opportunity at Novartis Novartis touches the lives of a tenth of the world's population. Every role here, regardless of contract type, makes an impact on human life! Novartis US partners with external managed service provider Magnit Global to offer engaging temporary contractor opportunities like this, to those who are looking for flexibility in their career while looking to gain new skills and experiences providing services to an inclusive global medicines company.

Click here to learn more about Magnit www.magnitglobal.com Ready to work with/through Magnit at Novartis? Please read on... Quality Assurance Analyst (Call Center/Hub) Call Center QA Analyst candidates may be experienced Team Leads, Supervisors or Trainers.

Hub experience highly desired (Lash, McKesson, CareMetx, Asembia, Conduent). This is not a Quality Analyst position on the manufacturing side. This is a Call/Contact Center support role.

First 4 weeks candidates are expected to be on site 4 days a week Mon thru Thu - after training it will be 3 days a week hybrid role that is on-site 12 days per month in Tempe, AZ. This role is responsible for evaluating the performance of the people, processes and tools that deliver outstanding Contact Center performance. You will join a team of Quality Analysts assigned to support the Patient Support Center (PSC).

The PSC is a Novartis managed, internal PSS Contact Center staffed by these customer facing roles: Reimbursement Specialist, Case Navigator and Intake Specialist. The role ensures consistent and compliant use of approved communication techniques, work process document (WPD) procedures by evaluating, scoring, coaching and delivering feedback to Case Management and Reimbursement team members. This role evaluates agent effectiveness and compliance use of: - approved talking points, FAQs and knowledge articles - effective customer centric listening and satisfactory communication skills - accurate and efficient use of program process, job aids - CRM and telephony-based systems tools employed to support patients, caregivers, payors and/or HCPs via phone and other support channels (email, fax, SMS, IVR as examples).

Education: High school diploma or GED required. Bachelor's degree preferred. - Role is based in Tempe, AZ and is hybrid combining both onsite and remote work hours.

- Must be flexible on schedule and hours (8am - 5p, 9a - 6p local time/ET) - May be required and scheduled to work on Novartis US IM holidays as determined by business need. Requirements: - 2to 3+ years contact center or related performance monitoring experience - Strong communication skills including active listening, providing detailed feedback, creating documentation, paraphrasing - Working with monitoring systems such as Genesys, NICE, Verint or other solutions - Proficient in MS Office applications specifically Excel, PowerPoint, Teams, Word - Use of systems and resources to identify areas to improve agent processes and performance. - Prior experience with Salesforce (CRM) - Successful team player working across multiple teams (both remotely and onsite) - Experience working in a PSS hub operation supporting reimbursement, case services - 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.

Location: Tempe, AZ (Onsite, then Hybrid) Pay Rate: $22-$28/hour Contract: 12 months Health, dental, vision, 401k Why Novartis? 766 million lives were touched by Novartis medicines in 2021, and while we're proud of this, we know there is so much more we could do to help improve and extend people's lives. We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation.

That a diverse, equitable and inclusive environment inspires new ways of working. We believe we can reinvent what's possible when we collaborate with courage to ambitiously tackle the world's toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine the impact you could make here at Novartis! Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment with diverse teams representative of the patients and communities we serve. To do our best work we need different viewpoints , which is why here at Magnit, we celebrate diversity and embrace inclusion.

As an equal opportunity employer, Magnit is dedicated to building a team that represents a variety of backgrounds, perspectives, and skills. We strive to ensure that we maintain a positive and enriching work environment for all. Accommodation: If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Magnit at directsourceproteam@prounlimited.com or 1.862.778.5441.

Commitment to Diversity and Inclusion / EEO