Senior Process Associate

Job Title: Senior Process Associate

Location: Satellite, Ahmedabad

Shift: US Shift (Night Shift)

Role Overview

The Sr.Process Associate is responsible for supporting pharmacy-related operational processes within the US healthcare system. The role involves reviewing prescription information, processing medication-related requests, ensuring data accuracy, coordinating with healthcare providers and pharmacies, and maintaining compliance with client and regulatory requirements.

The ideal candidate should possess attention to detail, and the ability to work efficiently in a fast-paced US healthcare environment & also help in team management.

Responsibilities & Duties

• Review and process prescription-related requests accurately and within the defined turnaround time (TAT).
• Verify medication details, prescription information, and patient demographics.
• Assist in medication refill processing and prescription documentation.
• Coordinate with pharmacies, healthcare providers, and insurance companies as required.
• Maintain accurate documentation in Electronic Medical Records (EMR) and pharmacy management systems.
• Ensure compliance with client-specific guidelines, SOPs, and quality standards.
• Identify discrepancies in prescriptions or patient records and escalate when necessary.
• Maintain productivity, quality, and accuracy targets.
• Ensure compliance with HIPAA regulations and all applicable healthcare privacy standards.
• Support process improvement initiatives and contribute to operational excellence.
• Perform other pharmacy operational tasks assigned by management.

Key Result Areas (KRAs)

• Ensure accurate and timely processing of pharmacy-related operational tasks.
• Maintain high standards of quality and compliance with client guidelines and SOPs.
• Achieve daily productivity and turnaround time (TAT) targets.
• Ensure accurate documentation in EMR/EHR and pharmacy management systems.
• Minimize processing errors and reduce rework.
• Maintain compliance with HIPAA and other applicable healthcare regulations.
• Collaborate effectively with healthcare providers, pharmacies, insurance companies, and internal teams.
• Contribute to continuous process improvement initiatives.
• Deliver excellent customer service through professional communication and timely issue resolution.
• Support team objectives and maintain operational efficiency.
• Assist in managing daily team operations and ensure smooth workflow execution.
• Mentor and support junior associates to improve their productivity and quality performance.

Key Performance Indicators (KPIs)

• Achievement of daily, weekly, and monthly productivity targets.
• Turnaround Time (TAT) adherence.
• Quality score and audit accuracy.
• Error rate and rework percentage.
• Prescription processing accuracy.
• Compliance with SOPs, HIPAA, and client-specific guidelines.
• Attendance and adherence to shift schedules.
• Timely resolution of assigned cases and escalations.
• Customer/client satisfaction and communication quality.
• Participation in process improvement initiatives and team collaboration.
• Team productivity and quality improvement.
• Training effectiveness and successful onboarding of new associates.
• Reduction in operational escalations and timely issue resolution.
• Support provided to Team Lead in achieving departmental goals and service-level agreements (SLAs).