Quality Compliance, AI Operations Analyst

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Vida Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2014

🏥 Healthcare

🍽️ Food & Beverage

💼 Consulting

Healthcare • Food & Beverage • Consulting

Vida Health is a company committed to improving health outcomes for various physical and mental health conditions, including diabetes, obesity, depression, and hypertension. They offer personalized, human-led care combined with digital technology to manage and treat these complex conditions. Vida Health partners with employers, health plans, and consultants to provide comprehensive health solutions. Their services include video chats and text-based messaging with healthcare providers, and they utilize machine learning and synced devices to personalize member care. They focus on significant cost savings and improved health outcomes for cardiometabolic conditions, guaranteeing results and offering up to 100% of fees at risk for both physical and mental healthcare.

📋 Description

• Develop and oversee quality programs to ensure compliance with applicable regulations, including HIPAA. • Identify and implement training initiatives to improve service center staff performance and quality using automated compliance insights and audit trends. • Track and analyze KPIs to improve patient outcomes, operational efficiency, and service quality. • Design, build, and tune AWS Auto-QA prompts and rule-building mechanisms using Amazon Connect Contact Lens/Evaluation Features to flag quality, sentiment, and regulatory compliance risks while minimizing AI hallucination rates. • Extract, query, and analyze quality interaction logs using SQL via Amazon Athena to create weekly defect reports, CSAT trend analyses, and performance dashboards. • Oversee Human-in-the-Loop QA review workflows, including SLA adherence and the QA appeals process. • Facilitate QA calibration sessions with leadership and Quality Analysts. • Oversee cross-functional escalation pathways involving privacy and security incidents, member complaints, and partner coaching escalations. • Conduct audits, risk assessments, and root-cause analyses to address compliance and quality issues. • Lead efficiency and quality initiatives using Lean, Six Sigma, and other methodologies across voice, chat, email, and AI-agent channels. • Perform additional responsibilities as needed.

🎯 Requirements

• Bachelor’s degree in Healthcare Administration, Business, Quality Management, or a related field. • Minimum 3-5 years of experience in healthcare quality, process improvement, and healthcare technology execution across omni-channel environments (voice, chat, email, and virtual/AI agents). • Practical experience or strong working knowledge using SQL to query data and build reports (e.g., via Amazon Athena, Looker, or similar tools). • Hands-on experience with contact center speech analytics, rule-building, or Auto-QA features (e.g., AWS Contact Lens, Genesys, or Zendesk). • Strong knowledge of healthcare regulatory requirements (e.g., HIPAA, CMS) and quality improvement methodologies (Lean, Six Sigma). • Experience managing Human-in-the-Loop (HITL) audit workflows, SLA tracking, and QA calibration sessions. • Strong project management skills with experience coordinating quarterly initiatives and implementing operational change. • Excellent analytical, root-cause problem-solving, and cross-functional communication skills. • Lean Six Sigma certification (Yellow Belt or Green Belt) preferred. • Familiarity with AI/LLM evaluation techniques or prompt tuning in a contact center setting preferred. • Experience with privacy breach escalation protocols and formal complaint resolution processes (e.g., BBB escalations) preferred. • Familiarity with BI and observability tools such as Looker or DataDog preferred. • Must be authorized to work in the U.S.; Vida cannot sponsor work visas. • Must reside in/be able to work from the U.S.; international work is prohibited. • Must be located in or able to work from a state where Vida is registered.