Call Quality Management Manager

Specialty Pharmacy - Healthcare Elk Grove, Illinois

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Description

About Orsini Specialty Pharmacy
Providing compassionate care since 1987, Orsini is a leader in rare disease and gene therapy pharmacy solutions, built to simplify how patients connect to advanced medicines. Through our comprehensive commercialization solutions including a nationwide specialty pharmacy, patient services hub, home infusion and nursing network, and third-party logistics provider, we work with biopharma, providers, and payors to ensure No Patient is Left Behind™.
 
Our Mission
Orsini is on a mission to be the essential partner for biopharma innovators, healthcare providers, and payers to support patients and their families in accessing revolutionary treatments for rare diseases. Through our integrated portfolio of services, we seek to pioneer comprehensive solutions that simplify how patients connect to advanced therapies while providing holistic, compassionate care so that No Patient is Left Behind™.  
 
LIVE IT Values
At the heart of our company culture, the Orsini LIVE IT core values serve as guiding principles that shape how we interact with each other and those we serve. These values are the driving force behind our commitment to excellence, collaboration, and genuine care in every aspect of our work.  
 
Leading Quality, Integrity, Valued Partner, Empathy, Innovation, Team-First
 
Position Summary
Salary Range: $80K-$95K

The Call Quality Management Leader is responsible for overseeing the quality assurance program within the therapy management and call center operations, ensuring that all patient interactions meet established standards for service excellence, compliance, and professionalism. This role will lead a team of quality analysts, collaborate with training and operations leaders, and drive continuous improvement in call performance and customer satisfaction.

Required Knowledge, Skills & Training 

•    Bachelor’s degree in Business, Healthcare Administration, Communications, or related field (preferred).
•    5+ years of experience in call center operations, with at least 2 years in a quality assurance leadership role.
•    Strong understanding of call center technologies, quality monitoring tools, and performance metrics.
•    Excellent analytical, communication, and coaching skills.
•    Ability to lead cross-functional initiatives and influence without direct authority.
•    Experience in healthcare or patient services environment is a plus.

Core Competencies:

•    Leadership and Team Development
•    Quality Assurance and Compliance
•    Data Analysis and Reporting
•    Communication and Coaching
•    Continuous Improvement
•    Customer Service Excellence

 Essential Job Duties

•    Develop, implement, and maintain a comprehensive call quality monitoring program.
•    Lead and coach a team of quality assurance analysts to evaluate call recordings and provide actionable feedback.
•    Establish and refine quality scorecards, calibration processes, and performance benchmarks.
•    Partner with training and operations teams to identify trends, gaps, and opportunities for improvement.
•    Analyze call data and quality metrics to generate insights and reports for leadership.
•    Ensure compliance with regulatory standards, organizational policies, and patient privacy requirements.
•    Facilitate regular calibration sessions with stakeholders to ensure consistency in scoring and feedback.
•    Support agent development through targeted coaching and quality improvement initiatives.
•    Stay current with industry best practices and integrate them into quality monitoring strategies.

 Employee Benefits
  • BCBSL Medical
  • Delta Dental
  • EyeMed Vision
  • 401k
  • Accident & Critical Illness
  • Life Insurance
  • PTO, Holiday Pay, and Floating Holidays
  • Tuition Reimbursement

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