[Hiring] Quality Supervisor @House Rx

Role Description

We are seeking a Quality Supervisor to lead our team of Quality Specialists and own the quality assurance function across House Rx’s specialty pharmacy operations. This is not a traditional people manager role—we are looking for a working supervisor who is a recognized subject matter expert in pharmacy operations quality, from order processing and claims to prior authorizations, dispensing, and patient communication. You will set the standard for the team by doing the work alongside them, while also building the audit programs, systems, and talent needed to scale a high-performing quality function.

This role reports to the Sr. Director, Centralized Services and is a remote position, with occasional travel to House Rx hubs or customer sites as needed.

Key Responsibilities

• Quality Assurance Leadership & Program Ownership:
  • Own the end-to-end quality audit program for order processing, claims, prior authorizations, dispensing, and patient/caregiver phone calls, ensuring audit coverage, sampling, and scoring standards are consistent, compliant, and aligned with House Rx standards of excellence.
  • Maintain a working audit caseload alongside the team to model best practices, demonstrate audit excellence, and stay close to platform workflows, SOPs, and clinic-specific requirements.
  • Develop, document, and continuously improve QA scorecards, audit tools, SOPs, and calibration procedures to ensure consistency across the team and scalability as House Rx grows.
  • Serve as the escalation point for quality concerns, leading root cause analysis, real-time remediation, and corrective action plans in partnership with the responsible teams.
  • Stay current on workflow changes, payer requirements, and clinic-specific expectations, and proactively translate them into updated audit criteria and quality standards.
• Team Leadership & Development:
  • Lead, coach, and develop a team of Quality Specialists, fostering a culture of accountability, attention to detail, and continuous improvement.
  • Conduct regular 1:1s and structured performance reviews to identify development opportunities, address performance gaps, and retain top talent.
  • Manage scheduling, PTO coverage, audit assignments, and workload distribution to ensure consistent audit coverage and team wellbeing.
  • Lead regular calibration sessions to ensure audit scoring is consistent, objective, and aligned across all Quality Specialists.
  • Collaborate with the training team to design and deliver quality-focused coaching, onboarding, and ongoing education informed by audit findings and error trends.
  • Champion team morale and a collaborative, patient-first culture.
• Performance Reporting & Cross-Functional Partnership:
  • Track and report on key quality metrics, including audit scores, error rates, trends by team, clinic, and process, remediation completion, and patient and clinic experience indicators.
  • Identify patterns in errors and inefficiencies to proactively address root causes and drive measurable improvement.
  • Partner with operations, training, clinical operations, care coordinators, pharmacists, and leadership to design and implement process improvements and remove barriers to quality.
  • Support clinic launches by ensuring quality audit coverage and standards are established and operational before go-live.
  • Provide quality data and subject matter expertise to client-facing teams during implementation, QBRs, and operational reviews as needed, and deliver regular updates to executive leadership on quality performance, risks, and opportunities.

Qualifications

• 5+ years of experience in pharmacy operations, including claims processing, prior authorizations, and/or dispensing, with 2+ years in a quality assurance, auditing, or compliance capacity. Specialty pharmacy experience required; medically integrated dispensing experience preferred.
• 2+ years of supervisory, lead, or mentoring experience, or a demonstrated record of informally leading, coaching, and developing peers. You earn credibility through expertise, not just title.
• Strong understanding of specialty pharmacy workflows, SOPs, and the importance of accuracy at every step, with a keen eye for identifying errors, inconsistencies, and inefficiencies and solving them.
• Proficient in analyzing data, synthesizing insights, and driving improvement through data-driven decision-making. Proficiency in reporting tools, spreadsheets, and data visualization preferred.
• Clear, confident communicator able to deliver constructive feedback, align internal stakeholders, and adapt communication style to diverse audiences.
• Comfortable navigating pharmacy management and EMR systems and learning new technology quickly.
• Thrive in a fast-paced, startup-style environment and are energized by building and improving quality processes from the ground up.

Expected Starting Salary

$85K. This is an anticipated starting salary. The actual base salary/wage will depend on several factors, including experience, knowledge, and skills. Actual compensation packages may include other elements such as equity, paid time off, and benefits.