Ardon Health

Based in Portland, Oregon, Ardon Health offers specialty pharmacy care with a human touch. We embrace the full health ecosystem —because getting better isn't just about filling a prescription. To foster good health, we connect patients, providers, manufactures, payers and the community with healthy tools and resources.

Ardon offers a unique and modern work environment that blends teamwork, excellence and open communication. Our team members grow and develop skills together while providing a high-quality, well-rounded patient experience.

We are currently looking to expand our team and develop Ardon team members in all areas of core business functions.

We are looking for a Quality Auditor. This position is responsible for creating and conducting necessary operational audits to assist leadership in monitoring, measuring and evaluating performance and quality of Ardon’s operations.  Ensures quality control by monitoring and reviewing call center communications to ensure compliance with all federal and state guidelines and company policies. Provides valuable feedback to management regarding opportunities for training and improvement. Maintains current knowledge of operational best practices.

Primary Functions:
1.    Maintain a strong knowledge of Ardon policy and procedures.
2.    Maintain a strong knowledge of Ardon workflow best practices, including but not limited to call center operations, prescription intake and entry, and benefits investigation and coordination. 
3.    Perform call reviews to evaluate adherence to company policies and procedures and strong customer services values.
4.    Measure and evaluate the performance of those who come in direct contact with customers (voice and written communication).
5.    Use call monitoring and audio recording software to evaluate voice call performance.
6.    Identify and forward examples of high-quality calls and poor-quality calls to the appropriate supervisor.
7.    Identify performance gaps and root causes including missed customer satisfaction opportunities and create solution alternative for agent coaching.
8.    Partner with management team to deliver feedback regarding customer interactions, including opportunities for improvement
9.    Prepare and present quality audit reports/trends in monthly QAC meeting.
10.    Assist with the development and training of all new personnel.
11.    Identify quality process, measurement, and customer care delivery opportunities for improvement.
12.    Audit call center/insurance operations for accuracy of data entry, completion of task, and correct documentation and follow through of work.
13.    Document error tracking and review for trends, training and opportunities for improvement.
14.    Performing quality audits and analyze information to build recommendations to reduce errors and improve process performance.
15.    Supports leadership with Policy and Procedure reviews and updates.
16.    Completes special projects and performs related duties as assigned. 
17.    Demonstrate regular attendance in conformance with the Ardon Employee Handbook standards, which may be revised from time to time and are essential to the successful performance of this position. 
18.    Maintain active Oregon license. Immediately informs supervisor (and Oregon Board of Pharmacy within 10 days) of any arrests, convictions, suspected or known violations of law, or any other conduct that might affect or has affected license status. Reports to Oregon Board of Pharmacy within 15 days any residence address or employment changes.
19.    Comply with the company’s Human Resources policies, Employee Handbook, Code of Conduct, and all department policies and procedures, including protecting confidential company, employee, and customer information; attending work punctually and regularly; and adhering to good safety practices in all activities.
20.    Perform other duties and responsibilities as assigned.

What is a day at Ardon like? When we aren’t diligently working to change our patients’ lives, we’re planning potlucks, playing foosball, or celebrating this month’s birthdays (cake and balloons required). Each day we come to work excited and enjoy what we do. Our progressive environment embodies the notion that life is meant to be shared and lived well, through hard work, compassion, camaraderie and community.

We work to build trusted relationships and to be a resource that patients can turn to for help. We value this responsibility and take great pride in the opportunity we have to meet the specialty pharmacy needs of our customers. Team Ardon has a passion for providing great service and helping others. 

Ardon Health seeks to allow equal employment opportunities for all qualified persons without regard to race, religion, color, age, sex, sexual identification or orientation, national origin, marital status, disability, veteran status or any other status protected by law.