Quality Assurance Specialist – Patient Engagement

🕒 June 16

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Imagine Pediatrics

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51 - 200 employees

🧘 Wellness

👥 B2C

Healthcare • Wellness • B2C

Imagine Pediatrics is a healthcare provider focused on delivering specialized pediatric care. The company is dedicated to improving children's health through personalized medical attention, preventive care, and effective treatment options. With a team of experienced professionals, Imagine Pediatrics aims to create a supportive and welcoming environment for children and their families, emphasizing the importance of a healthy start for all individuals.

📋 Description

• 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.

🎯 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