Tech Stack

Description

You will lead the Member Services Quality team, ensuring agents comply with healthcare regulations (HIPAA) and deliver excellent service. You'll develop quality scorecards, lead calibration sessions, and collaborate with Product and Training to resolve member friction points.

Requirements

• 3-5 years in call center quality/compliance leadership (Digital Health, Health Insurance, or Tech-Enabled Services preferred)
• Deep understanding of healthcare plan designs and radiology/imaging referrals preferred
• Proven track record of managing high-volume quality audits and navigating HIPAA
• Proficiency in analyzing funnel metrics and quality data for operational improvements
• Experience with QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk)

Responsibilities

• Build and manage a high-performing Quality team for agent compliance and service excellence
• Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA standards
• Develop and refine quality scorecards balancing technical compliance and care navigation
• Lead calibration sessions with Operations Managers to unify quality vision
• Identify trends in member friction points and collaborate with Product and Training teams