Quality Assurance Specialist, Patient Engagement
3 weeks ago
**Who We Are**
We are Imagine Pediatrics, a devoted and compassionate, multi-disciplinary pediatrician-led medical group that is creating a world where every child with complex medical conditions gets the care and support they deserve. Energized by our mission to reimagine pediatric health care, we are pioneering virtual-first care services that include care coordination and around-the-clock access to complex-care clinicians from home. We don't replace a child's existing care team. Instead, we collaborate to deliver continuous support to kids, so they can spend less time in the hospital and more time thriving at home and in their communities.
Every day we boldly challenge old approaches and seek out new and better ways to improve the health and lives of children with medical complexity. In partnership with caregivers, providers, and health plans, we break down the barriers that stand between families and quality care for their children. We know we can't solve every challenge in the lives of these kids, but we can work tirelessly to give them, their families, and other caregivers the help and relief they need, right when they need it. We know a better approach to pediatric health care is within reach, and we are committed to seizing it today.
**What We Live By**
We're guided by our five core values:
- **_Children first._** We put the best interests of children above all. We are uncompromising in our commitment to improving the lives of children and families by bringing the best care to them.
- **_Earn trust._** We cherish the trusting relationships we build with the children and families we serve, our partners, and each other. We seek first to understand and speak honestly.
- **_Innovate today._** We refuse to accept the way things have always been done. Children and families are waiting for our help and their bravery demands that we relentlessly challenge assumptions to develop new approaches.
- **_Embrace humanity._** We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to learn and grow stronger.
- **_One team, diverse perspectives._** We work alongside families as one team towards a shared purpose. We champion diversity and acknowledge the contributions of others.
**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 Outreach Manager and Process and Infrastructure Specialist, 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 communication.
- 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 conduct comprehensive training programs for new and existing staff to ensure they meet quality and performance standards.
**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. For this role, 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.
- Proficiency in Talk Desk or similar platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required.
- Strong knowledge of customer service protoc
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