Patient Engagement Center QA Manager

Ivy Rehab • Houston, TX

8d • Remote

About The Position

At Ivy Rehab, we're "All About the People"! As a Call Center / Patient Engagement Center QA Manager, 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. The Patient Engagement Center QA Manager will develop and lead the Quality Assurance (QA) program for our Patient Engagement Center (PEC) by evaluating patient interactions, collecting and analyzing data to improve processes and protocols within the contact center, finding coaching opportunities, and helping Patient Engagement Advocates improve their skills. In this role, the PEC QA Manager will be responsible for ensuring that PEC team members are properly and effectively handling a variety of interactions, ranging from scheduling/changing new patient appointments, to general questions, to complaints. Over time, the PEC will also handle other interaction channels, such as outbound, chat, email. The PEC QA Manager will ensure that team members can resolve issues quickly and effectively, de-escalate challenging situations, and provide an exceptional patient experience.

Requirements

• Undergraduate degree and 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
• Knowledge of customer service best practices
• Detail-oriented, self-reliant, and process-driven mindset
• Strong communication (verbal and written), interpersonal, and conflict resolution skills
• Ability to provide leadership to team members in a fast-paced and stressful work environment
• Must be technically savvy, with demonstrated experience working with multiple systems and apps

Nice To Haves

• Healthcare/physical therapy experience a plus

Responsibilities

• Design and develop our quality assurance program by setting clear and measurable standards that align with the PEC’s goals and ensure 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
• Provide in-the-moment coaching to Advocates to improve their performance as measured against KPIs
• Lead the “nesting” program when Advocates graduate training and begin handling interactions
• Collaborate 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
• Evolve QA program (materials, modalities, processes) with growth of contact center
• Develop strategies to improve PEC KPIs and create reporting structure to share 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 and paid holidays.
• Exceptional Partnerships: Collaborate with leaders like Hospital for Special Surgery (HSS) and educational partners for continuous learning.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 251-500 employees