United States onlyAt LifeStance Health, we strive to help individuals, families, and communities with their mental health needs. Everywhere. Every day. It’s a lofty goal; we know. But we make it happen with the best team in mental healthcare.
Thank you for taking the time to explore a career with us. As the fastest growing mental health practice group in the country, now is the perfect time to join our team!
ROLE OVERVIEW
As the Quality Manager of our National Customer Care Team, you will assume the pivotal role of overseeing the operations of our Customer Care team's quality components to ensure the delivery of exceptional service and optimal patient satisfaction. You will undertake the systematic monitoring of data, crafting and evaluating ad hoc quality reports, and strategically deploying resources to enhance Intake performance and elevate the overall patient experience.
The ideal candidate will possess a seamless ability to collaborate effectively with various stakeholders, including Training, Intake Management teams, Workforce Management, and Operations. Your position will be poised to scrutinize metrics and KPIs, extracting valuable insights to generate comprehensive reports aimed at fostering productivity and maintaining the highest standards of service.
BENEFITS
As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.
LOCATION: This is a fully remote position that can be performed anywhere within the United States.
RESPONSIBILITIES
Day-to-Day Quality Operations
Collaborate with stakeholders to develop and implement comprehensive quality programs tailored to the needs of our National Customer Care Team. Establish clear benchmarks and standards to elevate service and patient satisfaction levels.
Implement a robust system for ongoing quality monitoring of customer interactions, including calls, emails, and chats. Regularly review and analyze interaction data to identify trends, strengths, and areas for improvement.
Craft and evaluate ad hoc quality reports, synthesizing data from various sources to provide comprehensive insights into the performance of the Customer Care team. These reports should highlight key metrics, trends, and actionable recommendations for enhancing quality and efficiency.
Work closely with stakeholders to design and implement continuous improvement initiatives based on insights gleaned from quality monitoring and reports. These initiatives may include targeted training programs, process enhancements, or technology upgrades aimed at optimizing performance and enhancing the patient's experience.
Provide regular feedback and coaching to Customer Care team members based on quality monitoring results and performance metrics. Offer constructive guidance and support to help team members improve their skills and achieve their goals.
Foster seamless collaboration with Training, Intake Management teams, Workforce Management, and Operations to ensure alignment and integration of quality initiatives with broader organizational goals and strategies.
Stay abreast of industry best practices and emerging trends in customer care and quality management. Continuously seek opportunities to innovate and enhance our quality processes to maintain a competitive edge in the market.
Analyze Key Performance Indicators
Diligently track the monthly Quality KPIs for Intake Coordinator scorecards, ensuring alignment with organizational objectives and quality standards.
Strategize and evaluate initiatives aimed at enhancing KPI performance, leveraging monitoring data to inform decision-making and drive continuous improvement efforts.
Compile and analyze data to prepare comprehensive weekly reports detailing Intake resolved actions and outstanding issues in an effort to understand trends and implement corrective action.
Conduct proactive monitoring of both recorded and live inbound/outbound calls to identify, address, and prevent QA issues impacting patient scheduling and referrals. Take swift and decisive action to resolve issues and uphold service quality standards.
Harness the capabilities of NICE Quality Management tools to effectively monitor interactions and generate insightful reports. Leverage these tools to streamline processes, enhance efficiency, and maintain a high standard of quality across customer interactions.
Engagement & Communication
Collaborate closely with the Training team to identify, coordinate, and address quality training needs. Work collaboratively to develop and deliver training programs aimed at enhancing the skills and knowledge of Customer Care team members.
Lead and facilitate call calibration sessions in partnership with Training to ensure consistency and alignment in evaluating customer interactions. Provide feedback and coaching to promote continuous improvement and adherence to quality standards.
Proactively identify opportunities to optimize procedures and streamline day-to-day operations within the Customer Care team. Implement efficient workflows and processes to enhance productivity and service delivery.
Engage with staff members in a dynamic and fast-paced environment, demonstrating flexibility, proactivity, resourcefulness, and efficiency. Foster a positive and supportive work culture that encourages collaboration and innovation.
Maintain open and transparent communication channels with staff members to motivate, inspire, and encourage high performance. Recognize and celebrate achievements, provide constructive feedback, and empower team members to excel in their roles.
Take the lead in spearheading quality improvement initiatives aimed at enhancing overall service delivery and patient satisfaction. Collaborate with stakeholders to identify areas for improvement, develop action plans, and track progress towards achieving quality objectives.
SKILLS & EXPERIENCE
Bachelor's degree in a relevant field, with a heavy emphasis on quality management principles.
2+ years of experience in a leadership role focused on quality management, displaying the ability to effectively lead and inspire teams towards quality excellence.
Demonstrate strong computer proficiency with advanced knowledge of Microsoft Office suite, Internet applications, and Email communication, coupled with proficient typing skills for efficient task execution.
Exhibit proficiency in using call center quality management software such as the NICE or other relevant tools, leveraging technology to streamline quality monitoring and reporting processes.
Exhibit strong analytical skills and a proven background in quality assurance, with the ability to analyze data, identify trends, and implement strategies for continuous improvement.
Maintain a high level of adherence to regulatory and organizational compliance standards, ensuring that all quality processes and procedures align with industry regulations and company policies.
Possess the competency to set and uphold quality standards for inbound, outbound calls, SMS, and chat interactions, fostering a culture of excellence in customer service delivery.
Demonstrate the ability to investigate issues and conduct effective follow-up conversations with staff and operations, ensuring clear and concise communication to resolve concerns and drive improvement.
Internal candidates must maintain a good standing within the organization, including no active attendance concerns or disciplinary actions.
Require a quiet, distraction free, dedicated HIPAA (Health Insurance Portability and Accountability) compliant workspace in your remote office.
Qualified candidates must be legally authorized to be employed in the United States.
LifeStance is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or any other legally protected status.
Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.
LifeStance is an equal opportunity employer. We celebrate diversity and are fully committed to creating an inclusive work environment for all our employees. Learn more about Diversity, Equity and Inclusion at LifeStance.
Benefits
As a full-time employee of LifeStance Health, the following benefits are offered: medical, dental, vision, AD&D, short and long-term disability, and life insurance. Additional benefits include a 401k retirement savings with employer match, paid parental leave, paid time off, holiday pay and an Employee Assistance Program.
