We are a passionate team committed to revolutionizing pediatric healthcare. Our multi-disciplinary, pediatrician-led group focuses on providing virtual-first care services, including care coordination and around-the-clock access to specialized clinicians, all from the comfort of home. By integrating with a child's existing medical team, we ensure continuous support that minimizes hospital visits and maximizes quality of life. Our work is driven by a mission to deliver exceptional care and support to children with complex medical conditions and their families, helping them thrive in their communities.
Our Values
We Operate Based On Five Core PrinciplesChildren First: Our actions are always in the best interests of the children and their families.
Earn Trust: We build trusting relationships through understanding and honesty.
Innovate Today: We challenge conventional approaches daily to improve our services.
Embrace Humanity: We lead with empathy and authenticity, turning every stumble into a learning opportunity.
One Team, Diverse Perspectives: We collaborate as one team with families, embracing diversity and valuing all contributions.
Role Overview
As a Quality Assurance Specialist in Patient Engagement, you will enhance our outreach and engagement efforts by ensuring high standards of quality and effectiveness. Working closely with the Outreach Manager and Process and Infrastructure Specialist, you'll play a crucial role in training teams and maintaining our commitment to excellence.
Key ResponsibilitiesMonitor and evaluate recorded calls to ensure compliance with scripts, professionalism, and accuracy.
Develop and implement training programs for ongoing team development.
Provide constructive feedback, highlighting strengths and areas for improvement.
Conduct regular calibration sessions to guarantee consistency in communication.
Lead discussions on establishing quality standards and scoring criteria.
Analyze performance data to identify trends and recommend improvements.
Maintain detailed records of evaluations and generate comprehensive performance reports.
Who You ArePassionate: You're driven to reimagine pediatric healthcare.
Educated: You hold a Bachelor's degree in business management or related field (preferred).
Experienced: You have 1-3 years in a call center environment, ideally in healthcare, analyzing and improving processes.
Bilingual: Proficiency in Spanish is required.
Skilled: You are adept in platforms like Talk Desk and MS Office.
Detail-Oriented: Your attention to detail is unmatched, especially in data entry and reporting.
Communicative: You possess outstanding communication and interpersonal skills.
What We OfferCompetitive salary with equity purchase options.
Comprehensive Benefits Package IncludingMedical, dental, and vision insurance.
Healthcare and Dependent Care FSA.
Generous 401(k) plan with a 4% match, fully vested from the start.
20 days of PTO, 10 company holidays, plus 2 floating holidays.
Paid parental leave.
Commitment to Diversity and Inclusion
We believe diversity drives innovation and success. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require accommodations during the application process, please reach out directly.
Employment Type: Full-Time