Full-Time QA Strategist

About the role

The QA Strategist will be responsible for developing the internal QA strategy and ensuring the quality and integrity of virtual patient care interactions. This will include developing and assessing relevant metrics for Medical Service Representatives, Medical Assistants, and Providers. The QA Strategist will oversee quality of patient interactions through platform experiences, email/chat communications, and call center exchanges. 

Responsibilities

• Develop QA metrics and standards for patient-facing entities
• Implement and monitor test scripts to assess functionality, reliability, performance, and quality of the patient experience
• Create relevant reporting for disseminating QA metrics and analyze data to identify relevant trends
• Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
• Provide guidelines to the QA team on conducting patient interaction audits to improve patient experience 
• Identify training opportunities based on QA outcomes, and coordinate with Trainers to ensure implementation
• Develop and implement best practices for collecting and responding to patient experiences (e.g.,  surveys, patient grievances, etc.)
• Provide relevant reporting and guidance to supervisors on performance and opportunities for improvement 
• Collaborate across the organization on optimizing patient experience, improving contact center behaviors, enhance provider care and ensure adherence to regulatory and compliance requirements

Requirements

• 7+ years experience in QA, 3+ years in a QA leadership role
• BA/BS in Business preferred
• Experience in healthcare a plus
• Strong analytical and problem-solving skills
• Excellent organizational skills and an aptitude for detail
• Ability to define problems, collect data, establish facts, and identify/analyze trends.
• Excellent written and oral communication skills