Quality Assurance Specialist- Care Team 

About Us

DispatchHealth has redefined health care delivery to offer on-demand acute care and advanced medical care for people of all ages in the comfort of their own home. DispatchHealth’s emergency medicine and internal medicine-trained medical teams are equipped with all the tools necessary to treat common to complex injuries and illnesses. DispatchHealth works closely with payers, providers, health systems and others to deliver care in the home to reduce unnecessary emergency room visits, hospital stays and readmissions. Acute care medical teams are available seven days a week, evenings and holidays, and can be requested via app, online or a quick phone call. DispatchHealth is partnered with most major insurance companies. For more information, visit DispatchHealth.com.

Mission:

To create the most advanced and complete in-home care model in the world.

Job Summary:

The QA Specialist is a front-line team member that reports to the Manager of QA and Training. The core responsibilities are focused on activities that support quality performance and improvement of the Care Ambassadors. This role requires excellent oral and written communication skills and the ability to work across to teams to drive quality improvement day in and day out.

Job Duties:

• Listen to and evaluate randomized and targeted calls utilizing the quality scorecard
• Be a subject matter expert in all things Dispatch Health and Care Ambassador call quality
• Build a culture of excellent customer service through documentation and coaching
• Identify areas of opportunity for new and ongoing care team training
• Work cross departmentally to elevate coaching and performance improvement needs
• Investigate internal and external complaints as needed
• Provide direct coaching to team members as needed.

Job Requirement and Qualifications:

• Ability to rapidly adapt to an ever-changing environment
• Time management skills
• Ability to give constructive feedback in a welcoming way
• Excellent interpersonal and communication skills (written and verbal)
• Ability to problem solve
• Passion for redefining healthcare
• Highly organized and task driven

Preferred

· Experience working in a call center environment

· Experience in the Health Care industry

· Hands on patient experience

Benefits:

• Career growth and investment
• Be part of an innovative, exciting and progressive company
• Competitive health & wellness benefits
• 401k