Quality Assurance Analyst, 340B Support Operations

Description
Position at Berkeley Research Group, LLC
Job Summary:
BRG's 340B team, one of the Healthcare Analytics practice's largest and fastest growing groups, is looking to expand our talented and dynamic team. The 340B team supports and advises pharmaceutical manufacturers on how to navigate the challenges and complexities of the 340B program, a government drug purchasing program. Our team is the established market leader in data and technology solutions related to the most pressing 340B-related issues for an impressive client base which includes the largest pharmaceutical manufacturers in the US as well as early-stage biotech companies. Beyond our syndicated solutions, we also integrate and synthesize data to deliver unparalleled analytics and insights into various aspects of the 340B program. The 340B program is an exciting and dynamic space to be in right now so come join us!
The Quality Assurance Analyst will help ensure that members of our Support team are providing timely and accurate information to users of our technology solutions. The role will perform reviews of chat/email correspondence, ticket management and resolutions implemented to evaluate the team's adherence to internal SLAs & SOPs. Findings will be documented via a standardized evaluation matrix and reported to Support Team leadership, with an emphasis on opportunities for improvement, both for individuals and our operational processes and supporting technologies.
Responsibilities:

• Perform reviews of assigned tickets and chat conversations managed by support team members for timeliness, accuracy of information/assistance provided and adherence to SLAs & SOPs
• Document findings from reviews via a standardized evaluation matrix
• Report out on evaluation findings in writing and via presentation to Support leadership, highlighting opportunities for individual team members, our processes and supporting technologies
• Contribute to continuous improvement initiatives within the Support team to further enhance efficiency and service
• Act as a subject matter expert on all facets of our software, the manufacturer policies we administer and the processes we create & maintain to assist users, acting as a resource for team education and training
• Understand the basics and nuances of pharmaceutical manufacturer policies to ensure the most efficient and effective support and communication management
• Support improved tracking and management of inbound communications related to the 340B ESP platform, pharmaceutical manufacturers and other third parties
• Help shape the development of 340B ESP based on covered entity feedback and engagement.

Basic Qualifications:

• Minimum 3 years of work experience within the 340B industry (TPA experience preferred)
• Minimum 3 years of support center work experience in a team lead, Quality Assurance or other leadership/account management role within the healthcare industry
• Proficient in Microsoft Office, including PowerPoint, Excel, Word, and Outlook
• Commitment to producing high quality work product with attention to detail
• Ability to present findings and make recommendations for process improvements
• Skilled in data analysis, interpretation, and the ability to identify trends
• Eager to learn and research new healthcare content
• Strong verbal and written communication skills
• Desire to work within a mostly virtual team environment
• Ability to travel up to twice per quarter for meetings, conferences, etc.

Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.
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About BRG
Berkeley Research Group, LLC (BRG) is a global consulting firm that helps leading organizations advance in three key areas: disputes and investigations, corporate finance, and strategy and operations. Headquartered in California with over 40 offices around the world, we are an integrated group of experts, industry leaders, academics, data scientists, and professionals working beyond borders and disciplines. BRG strives to build and nurture a culture where inclusiveness is instinctive, not an initiative. We celebrate and value the diversity of our professionals and are dedicated to maintaining a truly inclusive work environment where all individuals feel respected and valued. We harness our collective expertise to deliver the inspired insights and practical strategies our clients need to stay ahead of what's next.
Berkeley Research Group is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.
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