Quality Assurance Specialist, Patient Engagement
About the role
Who We Are
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.
What You’ll Do
As a Quality Assurance Specialist, Patient Engagement at Imagine Pediatrics, you will work across the patient and provider engagement teams to improve the quality and effectiveness of our outreach and engagement function. This role is integral to establishing and maintaining the quality standardizations and job-specific training required to enroll families and providers who support children with medical complexity. You would work hand in hand with our Patient Engagement Leadership and Network team, and would be joining an incredibly mission driven, highly engaged, and fast-growing team.
- 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.