Quality Assurance Specialist, Patient Engagement

What You’ll Do

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. This role is integral to establishing and maintaining the quality standardizations and job-specific training required to enroll families and providers who support children with medical complexity. You would work hand in hand with our Patient Engagement Leadership and Network team, and would be joining an incredibly mission driven, highly engaged, and fast-growing team.

Listen to recorded calls and assess the quality of interactions based on predetermined criteria, including adherence to scripts, professionalism, accuracy of information provided, and compliance with regulatory guidelines.

Design and conduct comprehensive training programs for new and existing staff to ensure they meet quality and performance standards. Create a culture of continuous improvement.

Deliver feedback to outreach groups regarding strengths and areas for improvement in their communication skills and adherence to company policies and procedures.

Maintain a consistent feedback loop with patient and network leaders and develop action plans to maintain a high standard of excellence.

Organize and facilitate call calibration sessions to ensure consistency and accuracy in all communications.

Facilitate discussions to establish consensus on quality standards and scoring criteria for evaluating calls; compile results and provide recommendations for adjustments

Analyze data from quality monitoring activities, identify trends, patterns, and areas of improvement.

Maintain accurate records of evaluations and feedback and prepare comprehensive reports, summarizing evaluation results, performance metrics, and key insights.

Design and create comprehensive job aides and SOP’s based on trends and patterns identified during QA reviews.

Update training materials and job aids in alignment with organizational process changes that impact patient engagement.

What You Bring & How You Qualify

First and foremost, you’re passionate and committed to reimagining pediatric health care and creating a world where every child with complex medical conditions gets the care and support they deserve. In addition you will need:

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

Experience in call center quality assurance and training required

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