Quality Assurance Specialist, Patient Engagement

About the role

Imagine Pediatrics is a tech enabled, pediatrician led medical group reimagining care for children with special health care needs. We deliver 24/7 virtual first and in home medical, behavioral, and social care, working alongside families, providers, and health plans to break down barriers to quality care. We do not replace existing care teams; we enhance them, providing an extra layer of support with compassion, creativity, and an unwavering commitment to children with medical complexity.

Responsibilities

• 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
• What We Offer (Benefits + Perks)
• We provide these additional benefits and perks:
• Competitive medical, dental, and vision insurance
• Healthcare and Dependent Care FSA; Company-funded HSA
• 401(k) with 4% match, vested 100% from day one
• Employer-paid short and long-term disability
• Life insurance at 1x annual salary
• 20 days PTO + 10 Company Holidays & 2 Floating Holidays
• Paid new parent leave
• Additional benefits to be detailed in offer
• What We Live By
• We're guided by our five core values:
• Our Values:
• Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
• Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently fol

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