Quality Assurance Specialist, Patient Engagement (Healthcare)

TL;DR

Quality Assurance Specialist, Patient Engagement (Healthcare): Improving the quality and effectiveness of outreach and engagement functions with an accent on call monitoring, quality standardization, and staff training. Focus on designing comprehensive training programs, analyzing interaction trends, and creating SOPs to ensure regulatory compliance and excellence in patient engagement.

Location: Remote (United States)

Salary: $65,000–$85,000

Company

hirify.global is a tech-enabled, pediatrician-led medical group providing virtual-first and in-home care for children with medical complexity.

What you will do

• Monitor recorded calls to assess quality, professionalism, and adherence to scripts and regulatory guidelines.
• Design and conduct comprehensive training programs for new and existing staff to foster a culture of continuous improvement.
• Provide actionable feedback to outreach teams to improve communication skills and adherence to company policies.
• Facilitate call calibration sessions to ensure consistency and accuracy in quality standards and scoring.
• Analyze quality monitoring data to identify trends and prepare comprehensive performance reports.
• Develop and update job aids and Standard Operating Procedures (SOPs) based on QA review findings.

Requirements

• Bilingual Spanish required.
• 1-3 years of experience in call center quality assurance and training.
• Proficiency in TalkDesk (or similar platforms) and Microsoft Office Suite.
• Strong knowledge of customer service protocols and compliance requirements.
• Bachelor’s degree in business management or a related field (preferred).
• Must be based in the United States.

Culture & Benefits

• Competitive medical, dental, and vision insurance.
• 401(k) with 4% match, vested 100% from day one.
• Healthcare and Dependent Care FSA, and company-funded HSA.
• 20 days PTO plus 10 company holidays and 2 floating holidays.
• Paid new parent leave and life insurance at 1x annual salary.
• Employer-paid short and long-term disability.