Manager, Quality Assurance (Contact Center)

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OtherQA & TestingQuality AssuranceQuality Assurance LeadManager, Quality Assurance

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Quick Summary

Key Responsibilities

Build and manage a high-performing Quality team focused on ensuring agent compliance and service excellence within a high-growth, tech-enabled healthcare environment.

Requirements Summary

Please be aware of recent job scam attempts. Our team uses the oneimaging.com email domain exclusively.

Technical Tools

OtherQA & TestingQuality AssuranceQuality Assurance LeadManager, Quality Assurance

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.

We are looking for an experienced Member Services Quality & Compliance Leader to own the excellence of our Member Services (care navigation) team. You will lead the team responsible for auditing day-to-day member interactions, ensuring our Member Services Agents are not only compliant with healthcare regulations (HIPAA/PHI) but are also providing the right-touch and service that defines the OneImaging experience.

Responsibilities

~1 min read

→Build and manage a high-performing Quality team focused on ensuring agent compliance and service excellence within a high-growth, tech-enabled healthcare environment.
→Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
→Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation.
→Lead regular calibration sessions with Operations Managers to ensure a unified vision of "quality" and facilitate the closing of feedback loops.
→Identify trends in member friction points—whether it’s scheduling delays or insurance hurdles—and collaborate with Product and Training teams to solve them at the root.

3 - 5 years in call center quality/compliance leadership, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
Deep understanding of healthcare plan designs (TPAs, captives, self-insured models) and the nuances of radiology/imaging referrals preferred
Proven track record of managing high-volume quality audits and navigating complex regulatory landscapes (HIPAA is a must).
Proficiency in analyzing funnel metrics and quality data to drive operational improvements.
Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk).

The target base salary range for this position is $80,000 - $100,000. This position is also bonus eligible. Individual compensation will depend on various factors, including qualifications, skills, experience, location, and applicable laws. In addition to base salary, this role is eligible to participate in our equity incentive and competitive benefits plans.

Fraud and Security Notice:

Please be aware of recent job scam attempts. Our team uses the oneimaging.com email domain exclusively. If you have been contacted by someone claiming to be a OneImaging recruiter or a hiring manager from a different domain about a potential job, please report it to law enforcement here and to candidateprotection@oneimaging.com.

Equal Employment Opportunity:

OneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.

OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at talent@oneimaging.com.