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Manager, Quality Assurance

1 month, 1 week ago
United States
Full-time
Mid Level
QA Engineer
Quality Assurance and Testing
Salesforce
Apply Now
OneImaging

OneImaging

OneImaging provides comprehensive imaging services, including detailed scans for brain, spine, and soft tissue issues, as well as quick assessments for bone fractures and early cancer detection, all aimed at simplifying the radiology process for better...

Health Care Providers & Services
Founded 2022
View All Jobs 10

Description

  • Build and manage a high-performing Quality team focused on agent compliance and service excellence in a high-growth, tech-enabled healthcare environment.
  • Audit day-to-day member interactions and own the overall quality and compliance of the Member Services (care navigation) function.
  • Ensure 100% adherence to clinical protocols, accurate insurance verification, and HIPAA privacy standards at every member touchpoint.
  • Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human aspects of care navigation.
  • Lead regular calibration sessions with Operations Managers to align on quality expectations and close feedback loops.
  • Identify trends and member friction points (e.g., scheduling delays, insurance hurdles) and collaborate with Product and Training teams to resolve root causes.
  • Use funnel and quality data to drive operational improvements and prioritize corrective actions.

Requirements

  • 3–5 years of call center quality/compliance leadership, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
  • Deep understanding of healthcare plan designs (TPAs, captives, self-insured models) and familiarity with radiology/imaging referrals (preferred).
  • Proven track record managing high-volume quality audits and navigating complex regulatory landscapes; HIPAA compliance is required.
  • Proficiency in analyzing funnel metrics and quality data to inform operational decisions and improvements.
  • Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce, Zendesk).
  • Experience operating in a high-growth, tech-enabled healthcare environment and collaborating cross-functionally with Product and Training teams.

Benefits

  • Target base salary range: $70,000–$90,000.
  • This position is bonus eligible.
  • Eligible to participate in the company’s equity incentive plan.
  • Competitive benefits plans (details not specified).
  • OneImaging provides recruiting accommodations for qualified individuals with disabilities and is an Equal Employment Opportunity employer.

Interested in this position?

Apply directly on the company website

Apply Now

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