Imaginepediatrics

Call Center Quality Assurance & Training Specialist

United States (Remote) · Staff+

Sponsorship not specified$65k-$85kDetected 7 days ago

ExcelCustomer SupportLeadershipCommunicationProblem SolvingOrganizational SkillsMicrosoft Office

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.

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.
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.

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

The role offers a base salary range of $65,000-$85,000 in addition to annual bonus incentive, competitive company benefits package and eligibility to participate in an employee equity purchase program (as applicable).

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.
Healthcare call center experience is a plus
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.
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.

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.

This listing is sourced directly from Imaginepediatrics's careers page and normalized into a canonical job model.