Manager, Quality & Customer Experience

MedImpact Healthcare Systems, Inc.

Manager overseeing quality and customer experience for MedImpact, improving healthcare solutions. Leading quality audit and IVR strategy across contact centers with a focus on performance improvement.

Posted 5/29/2026full-timeTempe • Arizona, Missouri • 🇺🇸 United StatesMid-LevelSenior💰 $81,581 - $138,690 per yearWebsite

Tech Stack

Tools & technologies

Cognos

About the role

Key responsibilities & impact

Overseeing quality auditing for calls, prior authorizations, and Direct Member Reimbursements (DMR)
Leading the quality audit program across multiple contact centers
Establishing and maintaining quality standards, scoring methodologies, and calibration practices
Identifying systemic call quality trends and root causes
Partnering with IT and vendors to prioritize, design, test, and implement IVR enhancements
Coaching and developing team members to ensure consistent evaluation practices
Partnering closely with operational leadership and business analytics/reporting

Requirements

What you’ll need

BS/BA degree or equivalent plus 5+ years of experience
1 year of SME in respective area(s)
3+ years of supervisory experience
High level of proficiency with Microsoft Office products (Excel, Word, PowerPoint, and Visio)
Proficient with using a variety of reporting tools (Power BI, Cognos, etc.)
Familiarity with contact center systems preferred (Call recording, ACD systems, etc.)
Familiarity with MedImpact systems a plus (MedAccess, MedResponse, Calabrio, etc.)
Excellent communication skills, both written and verbal
Ability to effectively balance a high volume of work; detail oriented and organized
Excellent problem resolution, judgment and decision-making skills

Benefits

Comp & perks

Medical / Dental / Vision / Wellness Programs
Paid Time Off / Company Paid Holidays
Incentive Compensation
401K with Company match
Life and Disability Insurance
Tuition Reimbursement
Employee Referral Bonus

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

quality auditingscoring methodologiescalibration practicesreporting toolsproblem resolutionjudgmentdecision-making

Soft Skills

coachingdeveloping team memberscommunication skillsdetail orientedorganized