CX Lead, Diagnostics & Quality

🕒 il y a 9 jours

🇺🇸 États-Unis – Télétravail

💵 $75 000 - $85 000 / an

⏰ Temps Plein

🟠 Senior

👻 Score fantôme 0%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Lifeforce

Site WebLinkedInTous les Emplois

51 - 200 employés

🏥 Santé

🧘 Bien-être

⚕️ Assurance santé

💰 €12 000 000 Series A en 2023-05

Healthcare • Wellness • Healthcare Insurance

Lifeforce est une entreprise de santé et de bien-être qui se concentre sur la fourniture de solutions holistiques pour améliorer le bien-être général. Leurs services incluent des plans de bien-être personnalisés, des compléments alimentaires et un coaching santé. Lifeforce vise à responsabiliser les individus à prendre le contrôle de leur santé grâce à une combinaison de conseils d'experts, de technologie de pointe en santé et de produits naturels.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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