Service Quality Improvement Specialist - Remote

Overview

The Service Quality Improvement Specialist (SQIS) plays a critical role in transforming data into actionable insights to enhance the member experience, quality of care, and service excellence. This role helps leaders understand member feedback, assess operational performance, and identify opportunities for scalable improvements.

In Short

• Interact with and serve as a point of contact for clients, ensuring clear communication and responsiveness to needs.
• Manage and respond to client email aliases, ensuring timely and professional communication.
• Analyze and identify escalation trends to inform process improvements.
• Conduct MSAT trend analysis to drive action and accountability.
• Support performance management decision-making with data-driven insights.
• Facilitate weekly meetings to discuss insights and opportunities for quality improvement.
• Analyze data related to member experience and operational performance.
• Develop and manage reports on team and pod performance.
• Research best practices to enhance service and quality initiatives.
• Lead cross-functional collaborations to improve quality and service outcomes.

Requirements

• Must work Central Time Zone (8-5pm).
• 3+ years of experience in service quality improvement or healthcare operations.
• 2+ years creating reports and dashboards for performance improvement.
• Bachelor's degree required; CPHQ or IHI certification preferred.
• Experience in quality improvement frameworks like Lean and Six Sigma.
• Strong virtual meeting facilitation skills.
• Proficiency in Google Apps and Mac OS.
• Experience in healthcare settings required.
• Exceptional organizational and communication skills.
• Self-starter with a proactive approach to improvements.

Benefits

• Opportunity to enhance member experience and service quality.
• Collaborative work environment with leadership.
• Engagement with cross-functional teams.
• Professional development opportunities.
• Work in a dynamic, fast-paced environment.