Ivy Rehab Network

Patient Engagement Center QA Manager

Ivy Rehab Network

full-time

Posted on:

Location Type: Remote

Location: Connecticut • Massachusetts • United States

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Salary

💰 $60,000 - $70,000 per year

About the role

  • Develop and lead the Quality Assurance (QA) program for our Patient Engagement Center (PEC) by evaluating patient interactions.
  • Collect and analyze data to improve processes and protocols within the contact center.
  • Provide in-the-moment coaching to Advocates to improve their performance as measured against KPIs.
  • Ensure that team members can resolve issues quickly and effectively, de-escalate challenging situations, and provide an exceptional patient experience.
  • Collaborate with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams.
  • Evolve QA program (materials, modalities, processes) as the contact center grows.
  • Develop strategies to improve PEC KPIs and create reporting structure to share performance trends.

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
  • Healthcare/physical therapy experience a plus
  • 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.
Benefits
  • Health insurance
  • Generous PTO (Paid Time Off) plans and paid holidays.
  • Eligibility for full benefits package beginning within your first month of employment.
  • Exceptional Partnerships: Collaborate with leaders like Hospital for Special Surgery (HSS) and educational partners for continuous learning.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
quality assurancedata analysisprocess improvementKPI developmentreporting structurecoachingproblem-solvinganalytical skillscustomer service best practicesdetail-oriented
Soft Skills
empathysupportive feedbackcommunicationinterpersonal skillsconflict resolutionleadershipself-reliantprocess-driveninnovative solutionsfast-paced environment