Care Team Quality Assurance Lead

This is a remote position.

The working hours will be 9am to 5 pm EST, full-time.

Reports To: Clinic Operations Manager

Position Summary

The Training & Quality Assurance Lead is responsible for building and maintaining a structured framework to ensure the Care Team consistently delivers high-quality service. This role provides direct oversight and support to the Senior Care Team Coordinators (SCTCs), equipping them with the tools, training, and performance insights needed to lead their teams effectively.

By developing onboarding programs, auditing service quality, and partnering closely with the Patient Experience Manager, this role ensures that patient feedback and complaints are translated into meaningful improvements. The Training & QA Lead fosters accountability, consistency, and continuous development across all Care Team functions.

Key Responsibilities

1. Care Team Oversight & Support

• Provide leadership to SCTCs, acting as their direct manager and primary point of accountability.

• Support SCTCs in managing day-to-day operations across their functional areas (Reception, Triage, Booking, etc.).

• Mentor SCTCs to strengthen leadership skills, problem-solving, and team management.

• Partner with SCTCs to execute projects that drive patient-centered service delivery and operational efficiency.

2. Training & Onboarding

• Design and implement structured onboarding programs tailored to Care Team roles.

• Deliver training on clinic systems (EMR, phone, email, scheduling tools), documentation standards, and communication protocols.

• Maintain and update training materials, including SOPs, process guides, and reference libraries.

• Monitor training outcomes and refine onboarding processes based on performance data and feedback.

3. Quality Assurance

• Develop and manage QA processes to review communications, documentation, and service interactions for accuracy, professionalism, and empathy.

• Track and analyze QA results, identifying trends and areas for improvement.

• Translate findings into actionable coaching, refresher training, and process updates.

• Collaborate with the Patient Experience Manager to ensure patient complaints are used as a learning tool for systemic improvements.

4. Continuous Improvement & Collaboration

• Lead ongoing training sessions and workshops for skill development (e.g., communication, triage decision-making, system use).

• Report on Care Team performance metrics, QA trends, and training outcomes to clinic leadership.

• Work closely with the Patient Experience Manager to ensure alignment between complaint resolution and quality improvement initiatives.

• Champion a culture of accountability, learning, and patient-centered service delivery.

Requirements Required Qualifications

• 2–5 years of experience in training, quality assurance, or team leadership, ideally within healthcare, customer service, or clinic operations.

• Strong background in developing training programs, SOPs, and performance frameworks.

• Experience coaching team leads or supervisors, with demonstrated ability to build leadership capacity.

• High attention to detail and comfort with auditing tools, QA frameworks, and performance metrics.

• Experience with EMR systems and healthcare administrative workflows considered a strong asset.

Key Competencies

• Leadership: Able to mentor SCTCs and hold them accountable to high standards.

• Analytical Thinking: Identifies performance gaps, tracks trends, and recommends systemic solutions.

• Clear Communicator: Provides constructive feedback and ensures clarity in training and SOPs.

• Patient-Centered: Aligns QA and training with improvements that enhance patient experience.

• Collaborative: Builds trust and alignment with SCTCs, the Patient Experience Manager, clinicians, and leadership.

• Proactive: Anticipates challenges, prevents escalation, and ensures sustainable service improvements.

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Independent Contractor Perks

• With HMO Coverage for eligible locations
  
• Permanent work from home
  
• Immediate hiring
  
• Steady freelance job
  

ZR_28137_JOB

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