Care Experience Quality Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the complete process of managing customer complaints, ensuring resolutions are timely and satisfactory.

• Investigate the underlying causes of complaints and implement corrective measures to prevent future occurrences.

• Act as the main point of contact for escalated client issues, addressing concerns swiftly and effectively.

• Design and enforce quality assurance protocols and standards to maintain high service levels.

• Perform regular audits, track performance metrics, and pinpoint areas needing improvement.

• Collaborate with various departments to tackle systemic issues and enhance overall customer satisfaction.

• Assess customer feedback, complaints, and service metrics to identify trends, patterns, and improvement opportunities.

• Leverage insights to guide strategic decision-making and enhance the customer experience.

• Continuously review and improve internal processes related to complaint management, escalation handling, and quality assurance.

⛳️ Requirements

• 2-4+ years of pertinent experience in customer success, care coordination, call center management, or a similar field within the healthcare sector.

• Proven history of utilizing data to inform decision-making and evaluate performance.

• Outstanding communication, interpersonal, listening, and relationship-building abilities.

• Resourceful with an innate capability to organize and resolve ambiguous business challenges.

• Proactive self-starter and adept multitasker with a readiness to be resourceful.

• Strong passion for mental health.

• Demonstrated experience in customer service, complaint resolution, or quality assurance roles, ideally within healthcare, hospitality, or service-focused industries.

• Proven problem-solving skills and a proactive mindset towards addressing challenges and fostering continuous improvement.

• Familiarity with Qualtrics.

• Proficient in Salesforce, Google Suite, Microsoft Office, and online conferencing platforms.

• Authorized to work in the United States and possess native or bilingual English proficiency.

• Bachelor’s degree in a relevant field (e.g., Business Administration, Hospitality Management, etc.) is preferred.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Remote work options

• Fully paid subscription to a mindfulness, talk therapy, nutrition, or fitness app of your choice

• Complimentary yoga sessions twice per month

• Opportunity to shadow vIOP sessions once per month

• Quarterly events to acknowledge program alumni