CX Lead, Diagnostics & Quality

Job not on LinkedIn

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $75k - $85k / year

⏰ Full Time

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lifeforce

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🧘 Wellness

⚕️ Healthcare Insurance

💰 $12M Series A on 2023-05

Healthcare • Wellness • Healthcare Insurance

Lifeforce is a health and wellness company focused on providing holistic solutions for improving overall well-being. Their services include personalized wellness plans, nutritional supplements, and health coaching. Lifeforce aims to empower individuals to take control of their health through a combination of expert guidance, cutting-edge health technology, and natural products.

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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