Senior Manager, Quality Automation, Voice of the Patient & Performance Management

Gifthealth•Columbus, OH

5h•Hybrid

About The Position

Gifthealth is seeking a Senior Manager of Quality Automation, Voice of the Patient (VoP), and Performance Management to lead and evolve how we measure, monitor, and continuously improve the patient and partner experience across our call center operations.

Requirements

7+ years in call center operations, QA, performance management, or CX (healthcare preferred).
3+ years of people management experience.
Experience implementing QA automation and speech analytics.
Strong analytical and communication skills.

Nice To Haves

Healthcare, pharmacy, or health tech experience.
Familiarity with HIPAA-compliant QA programs.

Responsibilities

Design, implement, and scale a QA automation strategy across voice, chat, and digital interactions.
Own QA frameworks, scoring models, and audit processes ensuring accuracy, compliance, and patient-first service.
Partner with Operations, Training, and Technology teams to translate QA insights into improvements.
Evaluate and manage QA tools and vendors, including AI-driven quality platforms.
Ensure compliance with healthcare, pharmacy, and HIPAA standards.
Own the end-to-end Voice of the Patient program including surveys, feedback loops, and sentiment analysis.
Analyze feedback to identify trends, root causes, and improvement opportunities.
Translate insights into actionable recommendations for leadership and frontline teams.
Partner cross-functionally to close the loop on patient feedback.
Champion a patient-centric culture.
Define and maintain KPIs related to quality, experience, efficiency, and outcomes.
Build dashboards and reporting with real-time visibility into performance.
Support coaching, incentives, and accountability frameworks.
Identify leading indicators of performance risk and recommend interventions.
Support workforce planning with data-driven insights.
Lead and develop a high-performing QA and analytics team.
Serve as a trusted advisor to the VP of Customer Success
Collaborate with Training, Product, Engineering, Compliance, and Pharmacy Operations.
Drive adoption of new tools, processes, and standards.
Promote a culture of continuous improvement.