Manager, Quality Assurance (Medtech)

TL;DR

Manager, Quality Assurance (Medtech): Leading a Quality team focused on ensuring agent compliance and service excellence within a high-growth, tech-enabled healthcare environment with an accent on clinical protocols, insurance verification accuracy, and HIPAA privacy standards. Focus on identifying trends in member friction points and collaborating with Product and Training teams to solve them.

Location: Remote

Salary: $70,000 - $90,000

Company

hirify.global is solving the unchanged process for undergoing a medical imaging exam with a concierge approach and a premium-quality radiology network.

What you will do

• Build and manage a high-performing Quality team focused on ensuring agent compliance and service excellence.
• Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards.
• Develop and refine quality scorecards that balance technical compliance with the human side of care navigation.
• Lead regular calibration sessions with Operations Managers to ensure a unified vision of quality and facilitate the closing of feedback loops.
• Identify trends in member friction points and collaborate with Product and Training teams to solve them.

Requirements

• 3 - 5 years in call center quality/compliance leadership, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
• Deep understanding of healthcare plan designs and the nuances of radiology/imaging referrals preferred.
• Proven track record of managing high-volume quality audits and navigating complex regulatory landscapes (HIPAA is a must).
• Proficiency in analyzing funnel metrics and quality data to drive operational improvements.
• Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk).

Culture & Benefits

• Eligible to participate in equity incentive and competitive benefits plans.
• Values diversity in the workplace.
• Committed to providing accommodations for qualified individuals with disabilities.