Reimagining pediatric health care. Together.
Quality Assurance Specialist – Patient Engagement
Location
United States
Posted
2 days ago
Salary
$65K - $85K / year
Seniority
Junior
Job Description
Quality Assurance Specialist – Patient Engagement
Imagine Pediatrics
• Listen to recorded calls and assess the quality of interactions based on predetermined criteria, including adherence to scripts, professionalism, accuracy of information provided, and compliance with regulatory guidelines. • Design and conduct comprehensive training programs for new and existing staff to ensure they meet quality and performance standards. Create a culture of continuous improvement. • Deliver feedback to outreach groups regarding strengths and areas for improvement in their communication skills and adherence to company policies and procedures. • Maintain a consistent feedback loop with patient and network leaders and develop action plans to maintain a high standard of excellence. • Organize and facilitate call calibration sessions to ensure consistency and accuracy in all communications. • Facilitate discussions to establish consensus on quality standards and scoring criteria for evaluating calls; compile results and provide recommendations for adjustments. • Analyze data from quality monitoring activities, identify trends, patterns, and areas of improvement. • Maintain accurate records of evaluations and feedback and prepare comprehensive reports, summarizing evaluation results, performance metrics, and key insights. • Design and create comprehensive job aides and SOP’s based on trends and patterns identified during QA reviews. • Update training materials and job aids in alignment with organizational process changes that impact patient engagement.
Job Requirements
- Bachelor’s degree in business management or a related field preferred
- Bilingual Spanish required
- Minimum of 1-3 years of experience in call center, with a track record of evaluating data from multiple angles to identify discrepancies and opportunities for improvement
- Experience in call center quality assurance and training required
- Proficiency in Talk Desk or similar platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required
- Strong knowledge of customer service protocols and compliance requirements
- Exceptional attention to detail and accuracy in data entry and reporting
- Excellent communication and interpersonal skills
- Ability to handle confidential and sensitive information with discretion
- Highly organized and detailed oriented
- Problem-solving skills and the ability to adapt to changing environments
- Healthcare call center experience is a plus
Benefits
- Competitive medical, dental, and vision insurance
- Healthcare and Dependent Care FSA; Company-funded HSA
- 401(k) with 4% match, vested 100% from day one
- Employer-paid short and long-term disability
- Life insurance at 1x annual salary
- 20 days PTO + 10 Company Holidays & 2 Floating Holidays
- Paid new parent leave
- Additional benefits to be detailed in offer
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