What are the responsibilities and job description for the Sr. Specialist, Quality Assurance position at Strive Health?
Sr. Quality Assurance Specialist
What We Strive For
Strive Health is built for purpose — to transform a broken kidney care system. We are fundamentally changing the lives of people with kidney disease through early identification, engagement and comprehensive coordinated care. Strive’s model is driven by a high-touch care team that integrates with local providers and spans the entire care journey from chronic kidney disease through end-stage kidney disease, leveraging comparative and predictive data and analytics to identify at-risk patients. Strive Health’s interventions significantly reduce the rate of emergent dialysis crash, cut inpatient utilization and significantly improve patient outcomes and experience. Come join our journey as we create THE destination for top talent in the healthcare community and set a new standard for how kidney care should be done.
Why We’re Worth the Application
- We Strive for excellence and Strive has been recognized with six Best Place to Work awards, including Forbes America’s Best Startup Employers 2023 and 2022, Built In Colorado’s Best Places to Work 2022 and 2024, Comparably’s Best Places to Work in Denver 2022 and The Tech Tribune’s Best Startups in Denver 2022. Additionally, Strive’s CEO, Chris Riopelle, has been recognized as one of Denver Business Journal’s Most Admired CEOs.
- We derive innovation and ideas from through authentic diversity intentionally building a team that represents the populations we serve in partnership with our Employee Resource Groups:
- Strive Forward - LGBTQ
- Underrepresented Minorities
- Women and Allies
- We care and support our Strivers within and beyond work to feel fully charged and empowered through our generous wellbeing offerings including:
- Flexible time off
- Companywide wellbeing days
- Volunteer time off
- Leave packages including a sabbatical, parental leave and eight weeks paid for living donor
- Professional development
- A dedicated certified financial planner
- Headspace, Carrot Fertility and Gympass for all Strivers
- We like to have fun by celebrating our successes as a team through team building, company gatherings, trivia, wellbeing raffles, pajama days, a companywide book club and more.
- We value tenacity to help us overcome obstacles with grit and determination to deliver compassionate kidney care.
What You’ll Do
As Sr. Quality Assurance Specialist, you will support the Patient Services Center (PCS) by ensuring that there is integrity in the overall enrollment process. Through coaching and supporting PSC Senior Associates as they audit calls, both live via shadowing sessions and recorded calls, auditing system documentation, supporting the development of coaching plans, and individual 1:1 coaching of agents, this role is an integral part of the Strive Health Enrollment/Operations team.
This role also supports Strive Health’s Kidney Hero teams and other market operations members by Creating and managing call audit scorecards and processes, works with the Quality department in QA initiatives, supports PSC Operations by leading meetings, innovating to improve quality in the overall department functionality and most importantly representing our Core Values in our everyday approach to quality and data integrity as a member of the leadership team. This work is highly visible to C-level leadership and offers opportunity for rapid career progression.
The Day to Day
- Run weekly, monthly, quarterly trending reports for managers to assist with coaching and development.
- Individual training and coaching for Senior PSC associates regarding call/documentation auditing as standard practice.
- Support ad hoc projects in Operations and beyond as necessary.
- Create and support quality measurements to track performance improvement.
- Execute quality improvement testing and activities
- Develop and manage quality assurance standards and company processes
- Adhere to industry quality and safety standards
- Ensure products meet expectations and demand
- Create reports documenting errors and issues
- Work closely with the development team to improve existing products.
- Maintain standards for reliability and performance of production.
Minimum Qualifications
- 6 years combined experience, education, or certification in a related field.
- Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms.
Preferred qualifications
- Bachelor’s degree in a related field
- Healthcare analytics and reporting experience
- Workforce Management experience
- Contact center reporting experience
- Renal care or previous value-based care experience
- Experience with Clarity, Salesforce, Quick Sights
- In-depth understanding of Strive Health Patient Services department workflow and company policies (Enrollment and Virtual Back Office)
About You
- Good customer focus
- Sharp attention to detail
- Strong analytical and problem-solving skills
- Meticulous and diligent attributes
- Great team player with the ability to work with minimal supervision
Annual Base Salary Range: $28.00 - $32.25
Salary : $28 - $32
