Quality Team Lead

As a Team Lead on our Quality Services team, you'll have the opportunity to make a difference in the lives of our patients by ensuring that what we do as a company is done with the highest level of quality and customer service. You will assist Supervisors and the Quality Leadership by serving as a super user of Quality systems and a subject matter expert of the Quality and Operations processes. With this in-depth knowledge, you will be expected to provide assistance to team members who need help resolving problems and with side-by-side training. Collaborating with the program leadership, you will help maintain current SOPs and work instructions for Quality. This role requires a high level of ownership, integrity and leadership and will put your problem-solving skills to the test! This role will also interact with clients periodically and will be one of the faces of quality.

You'll help the team compassionately deliver an exceptional experience to our internal and external clients. You'll adjust your approach to the team’s needs by communicating clearly, focusing on the accuracy of details, and ensuring that what we do is done properly and according to our SOPs.

A typical day in the life of a Quality Services Team Lead will include the following:

The responsibilities include, but are not limited to the following:

• Write and update work instructions for Quality
• Lead training for new hires – both classroom and side by side
• Assist with continued training for all team members
• Audit processes and ensure procedures are being followed.
• Lead call calibration meetings with clients.
• Assist PharmaCord leadership as needed
• Perform Team Lead responsibilities in addition to their Quality Specialist role
• Other duties as assigned

This job might be for you if (must have requirements of the role):

The candidate must possess the following personal attributes:

• Service minded; focus on recognizing and meeting the needs of others (especially patients and care partners)
• Ability to handle personal health information with confidentiality
• Commitment to honesty and integrity
• Professionalism and a strong sense of proper business and customer service etiquette
• Clear verbal and written communication skills
• Accountability for results
• Ability to plan and prioritize tasks and strong attention to detail
• Proficient emotional intelligence (ability to recognize emotions and their effects)
• Ability to manage disruptive impulses and handle potentially stressful customer interactions
• Adaptability to change
• Personal initiative and commitment to team and organizational goals
• Ability to work effectively within a team

Requirements:

• Bachelor’s degree strongly preferred or equivalent experience required
• In-depth knowledge of Quality Processes
• Demonstrated superior communication skills (i.e. displayed professionalism in both written and verbal communication)
• Proven work experience as an informal leader within the group
• Organizational and time management skills (i.e. able to complete assigned tasks on-schedule without prompting)
• Able to prioritize tasks to work the most urgent first
• Demonstrated performance aligned with PharmaCord core values (i.e. problem solver, high accuracy of work, high quality scores, superior customer service, dependable (satisfactory attendance), respectful of teammates, etc.) (No written warnings for performance or attendance)
• Ideally the Team Lead will have experience working as a Quality Specialist
• Ability to work any 8.5-hour shift between 8 am to 11 pm, Monday to Friday required – it is required in this position that the Team Lead can work any shift as needed
• Bi-lingual in English and Spanish or Chinese/Mandarin is a plus
• This is an office-based position, the ability to sit for extended periods of time is necessary
• Although very minimal, flexibility to travel as needed is preferred
• All employees working onsite in a PharmaCord facility are strongly encouraged to be vaccinated against COVID-19
• We are located in Jeffersonville, IN. You must be willing to work in this location; PharmaCord does reimburse for tolls if applicable, at the frequent user rate. This rate is applied after 40 trips per month (valued at $655.20 per year)
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Must be able to type 35 WPM with 97% accuracy.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Once you land this position, you’ll get to enjoy:

• Company paid Short-term Disability (STD)
• Increased competitive 401(k) company match up to 4%
• Affordable Medical, Dental, and Vision benefits - PharmaCord covers 75% of Medical Premiums for our employees
  • PharmaCord has not increased healthcare premiums in the past 4 years
  • NEW! Concierge Medical Clinic free of cost for those enrolled in a PharmaCord medical plan (including dependents)
  • Wellness discounts of up to $260 per year for participation in wellness program
• Annual HSA employer contribution
• Company paid and voluntary Life Insurance options
• Voluntary Life, AD&D and Long-Term Disability Insurances
• Paid Parental Leave of Absence
• Wellness and Employee Assistance Programs
• PTO benefits, flex days and paid holidays
• Employee Referral Program
• Tuition reimbursement program up to $5,000 per year

Competitive Compensation & Flexible Working

• Competitive starting pay rates
• Yearly merit increases
• Toll reimbursement program (valued at $655.20 per year)
• This role may be eligible for a hybrid schedule (50% in office, 50% remote). To qualify for a hybrid schedule, you are required to work a minimum of 6 months on-site at our headquarters location. You must show you've successfully completed training, are in good performance and attendance standing, and are consistently meeting KPI's as outlined within the program business rules.
• Multiple shift options between 8 AM and 11 PM Monday - Friday

A Career You'll Love

• Working for PharmaCord - voted Best Places to Work in Kentucky for 2019 and 2021
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• Opportunities for advancement with a company that supports personal and professional growth
  • PharmaCord has doubled in size over the last few years and expects to be over 1000 employees by the end of 2023 giving current employees first access to promotional opportunities
• A challenging, stimulating work environment that encourages new ideas
• Exposure to many learning and development opportunities
• Playing a crucial part in the lives of our patients, physicians, and pharmacies by enhancing the patient services experience
• Our new state of the art Headquarters building offering many amenities including collaborations spaces, outdoor dining, walking path, marketplace café, and more!

Any offer of employment is contingent on completion of a background check to company standard. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At PharmaCord, we don’t just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. PharmaCord is proud to be an equal opportunity employer.

In order to maintain a safe workplace for our team members, PharmaCord strongly recommends that all employees are vaccinated against COVID-19. PharmaCord is unable to sponsor employees at this time.

Want to learn more about us? Find us on LinkedIn, Glassdoor, Twitter & Facebook!