Quality Assurance Specialist, Patient Engagement

May 9

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Imagine Pediatrics

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Empowering families of children with medical complexity to get the care they deserve.

51 - 200

Description

• As a Quality Assurance Specialist, Patient Engagement at Imagine Pediatrics, you will work across the patient and provider engagement teams to improve the quality and effectiveness of our outreach and engagement function... • Responsible for listening to recorded calls, designing and conducting training programs, delivering feedback, maintaining a consistent feedback loop, organizing and facilitating call calibration sessions, analyzing data from quality monitoring activities, and maintaining accurate records of evaluations and feedback.

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. • 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

• Full medical, dental, and vision insurance • Healthcare and Dependent Care FSA • 401(k) with 4% match, vested 100% from day one • 20 days PTO + 10 Company Holidays & 2 Floating Holidays • Paid parental leave • Additional benefits to be detailed in offer