CX Lead, Diagnostics & Quality

🕒 vor 9 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $75.000 - $85.000 / Jahr

⏰ Vollzeit

🟠 Senior

👻 Geisterscore 0%

Was es bedeutet: wie wahrscheinlich diese Stelle offen bleibt, ohne dass aktiv eingestellt wird.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Wie wir werten: Dauer offen, Neuveröffentlichungen, offene Stellen vs Teamgröße, wie schnell Stellen geschlossen werden, und ob ein Gehalt angegeben ist.Hinweis: eine Schätzung aus öffentlichen Daten, kein Urteil über das Unternehmen. Echte Stellen können hoch punkten, nutze es also als Hinweis, nicht als Fakt.

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Lebenslauf hochladen

Lifeforce

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

🏥 Gesundheitswesen

🧘 Wellness

⚕️ Krankenversicherung

💰 €12.000.000 Series A im 2023-05

Healthcare • Wellness • Healthcare Insurance

Lifeforce ist ein Unternehmen im Bereich Gesundheit und Wellness, das sich auf ganzheitliche Lösungen zur Verbesserung des allgemeinen Wohlbefindens konzentriert. Zu den Dienstleistungen gehören personalisierte Wellness-Pläne, Nahrungsergänzungsmittel und Gesundheitsberatung. Lifeforce verfolgt das Ziel, Individuen durch eine Kombination aus fachkundiger Beratung, modernster Gesundheitstechnologie und natürlichen Produkten zu befähigen, die Kontrolle über ihre Gesundheit zu übernehmen.

Beschreibung

• Own quality assurance for the entire CX team across Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX • Audit member interactions across email, SMS, and phone and score them in Rippit against CX scorecards • Give agents specific feedback through completed scorecards • Score accuracy, communication, empathy, ownership, documentation, policy adherence, and clinical triage handoffs • Meet review coverage targets and escalate critical errors and member-impacting issues • Partner with the CX Manager on individual and team coaching • Track QA performance by agent, team, and channel and report results and trends to CX leadership • Analyze QA results alongside CSAT to identify knowledge, process, and compliance gaps • Own scorecards, rubrics, review assignments, sampling approach, and workflows in Rippit • Run calibration sessions and implement QA automation such as AI-assisted scoring, risk-based sampling, automatic flagging, and automated reporting • Manage lab, phlebotomy, and related partner relationships • Track partner performance, diagnostics metrics, redraw rate, turnaround time, requisition and order errors, and blood draw CSAT • Run diagnostics error checks and the Clinical Redraw Tracker • Track diagnostics technology issues with Product and Engineering • Support franchise partner center teams and RNs with diagnostics issues • Prepare and distribute weekly Quality and Diagnostics reporting • Work directly in the Zendesk queue across email, SMS, and phone • Handle complex diagnostics escalations and provide phone support • Serve as the CX resource for diagnostics workflows and unusual cases • Monitor Zendesk and diagnostics Slack channels • Keep Guru, Help Center articles, macros, and Zendesk materials current • Partner with CX leadership on new-hire quality readiness and ongoing up-training

🎯 Anforderungen

• 3–5 years of customer support or CX experience, including time in a lead, QA, or senior agent role • Hands-on experience running or contributing to a QA program, including rubric-based scoring, calibration, and giving feedback • Experience managing vendor or partner relationships, including escalating issues and following them through • Comfortable communicating verbally by phone and video with internal teams, external partners, and members as a regular part of the role • Strong Zendesk experience across email, SMS, and phone • Comfortable with data: tracking metrics, building reports, spotting trends, and explaining what they mean • Clear written and verbal communication with internal teams and external partners, including delivering direct, constructive feedback • Organized and able to balance scheduled QA work, partner follow-up, and queue work in the same week • Self-directed and effective in a fully remote environment • Preferred: Experience in healthcare, diagnostics, telehealth, or lab services • Preferred: Experience with Rippit, MaestroQA, or a similar QA platform, including setting up scorecards and reporting • Preferred: Experience using automation or AI tools in a QA workflow • Preferred: Familiarity with lab ordering, requisitions, or mobile phlebotomy • Preferred: Experience with Guru, Slack, and an order management system

🏖️ Vorteile

• Remote working environment • Company-provided computer and other required equipment • Generous benefits package including Healthcare, Dental, Vision, and Life Insurance • Complimentary Lifeforce Membership for Full Time Employees