Quality Assurance Lead

1 week ago


New York, New York, United States LifeMD Full time
Job Overview

Company Overview

LifeMD is a prominent provider of virtual primary healthcare dedicated to improving access to high-quality and affordable healthcare services, both virtually and in-home. Addressing a broad spectrum of health concerns, LifeMD manages over 200 conditions, including primary care, men’s and women’s health, allergy & asthma, and dermatology. The organization operates a proprietary digital care platform, supported by a nationwide medical group and a patient care center based in the United States. LifeMD has recently achieved recognition in the 2023 Deloitte Fast 500.

Position Summary

The Quality Assurance Lead will play a pivotal role in formulating the internal quality assurance strategy and ensuring the excellence and reliability of virtual patient care interactions. This includes the development and evaluation of pertinent metrics for Medical Service Representatives, Medical Assistants, and Providers. The Quality Assurance Lead will supervise the quality of patient interactions across various platforms, including email/chat communications and call center dialogues.

Key Responsibilities

  • Establish QA metrics and standards for patient-facing roles.
  • Implement and oversee test scripts to evaluate functionality, reliability, performance, and overall quality of the patient experience.
  • Generate relevant reports to communicate QA metrics and analyze data to uncover significant trends.
  • Propose, execute, and monitor preventive and corrective measures to meet quality assurance standards.
  • Guide the QA team in conducting audits of patient interactions to enhance the patient experience.
  • Identify training needs based on QA findings and collaborate with Trainers for effective implementation.
  • Formulate and execute best practices for gathering and addressing patient feedback (e.g., surveys, grievances, etc.).
  • Provide insightful reporting and recommendations to supervisors regarding performance and areas for enhancement.
  • Work collaboratively across the organization to optimize patient experience, improve contact center practices, enhance provider care, and ensure compliance with regulatory requirements.

Qualifications

  • 7+ years of experience in Quality Assurance, with at least 3 years in a leadership capacity.
  • Bachelor's degree in Business or a related field preferred.
  • Experience in the healthcare sector is advantageous.
  • Strong analytical and problem-solving capabilities.
  • Exceptional organizational skills with a keen attention to detail.
  • Adept at defining issues, gathering data, establishing facts, and analyzing trends.
  • Outstanding written and verbal communication skills.

Compensation and Benefits

  • Salary Range: $110,000-$130,000
  • Comprehensive Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan options (401k, Roth IRA)
  • Life Insurance coverage (Basic, Voluntary & AD&D)
  • Generous Paid Time Off (Vacation, Sick & Public Holidays)
  • Short Term & Long Term Disability coverage
  • Opportunities for Training & Development


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