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Imagine Pediatrics

Reimagining pediatric health care. Together.

Quality Assurance Specialist – Patient Engagement

QA EngineerQA EngineerFull TimeRemoteJuniorTeam 51-200H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$65K - $85K / year

Seniority

Junior

Bachelor Degree1 yr expSpanishEnglish

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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