Patient Engagement Center QA Analyst

Ivy Rehab • Boston, MA

1d • Remote

About The Position

At Ivy Rehab, we're "All About the People"! As a Call Center / Patient Engagement Center QA Analyst, you will play a crucial role in our mission to help enable people to live their lives to the fullest. Join Ivy Rehab’s dedicated team where you’re not just an employee, but a valued teammate! Together, we provide world-class care in physical therapy, occupational therapy, speech therapy, and applied behavior analysis (ABA) services. Our culture promotes authenticity, inclusion, growth, community, and a passion for exceptional care for every patient.

Requirements

• Minimum 3-5 years quality assurance experience in a contact center environment
• Empathy and coaching abilities to provide feedback that is not only constructive but also supportive
• Excellent problem-solving and analytical skills to not only identify issues but offer innovative solutions
• Detail-oriented, self-reliant, and process-driven mindset
• Strong communication (verbal and written), interpersonal, and conflict resolution skills
• Ability to excel in a fast-paced and stressful work environment
• Must be technically savvy, with demonstrated experience working with multiple systems and apps

Nice To Haves

• Experience with QA automation and speech analytics tools, including AI, a plus
• Healthcare/physical therapy experience a plus

Responsibilities

• Contribute to the design and development of our quality assurance program
• Ensure Advocates are following a consistent and quality approach to handling patient interactions
• Regularly monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance
• Support Managers in providing in-the-moment coaching to Advocates to improve their performance as measured against KPIs
• Support the “nesting” program when Advocates graduate training and begin handling interactions through more robust call monitoring and early intervention to ensure longterm success for the Advocates
• Participate in cross-functional collaborations with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams to meet quality standards for all departments involved in patient interactions
• Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements
• Identify opportunities to evolve the QA program (materials, modalities, processes) with growth of contact center
• Help to improve PEC KPIs by sharing performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management

Benefits

• Eligibility for full benefits package beginning within your first month of employment
• Generous PTO (Paid Time Off) plans
• Paid holidays
• Professional development tracks
• Continuing education
• Leadership development
• Residency cohorts
• Mentorship programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed