Ivy Rehab Network · 2 weeks ago
Patient Engagement Center QA Manager
Houston, TX
Full-time
Onsite
Mid, Senior Level
3+ years expIvy Rehab Network is dedicated to providing exceptional care in various therapy services. The Patient Engagement Center QA Manager will develop and lead the Quality Assurance program, ensuring high-quality patient interactions and coaching team members to enhance their performance.
ConsultingFitnessHealth CareTherapeuticsWellness
Responsibilities
Design and develop our quality assurance program by setting clear and measurable standards that align with the PEC’s goals and ensure a consistent and quality approach to handling patient interactions
Regularly monitor and conduct evaluations of interactions to assess the quality of service and identify strengths and areas for improvement in Advocate performance
Provide in-the-moment coaching to Advocates to improve their performance as measured against KPIs
Lead the “nesting” program when Advocates graduate training and begin handling interactions
Collaborate with other Ivy departments to ensure process alignment among the PEC, front office, and clinic teams to meet quality standards for all departments involved in patient interactions
Observe daily operations of the contact center and lead interaction quality calibrations to identify skill gaps and necessary training program improvements
Evolve QA program (materials, modalities, processes) with growth of contact center
Develop strategies to improve PEC KPIs and create reporting structure to share performance trends, areas of concern, and opportunities for improvement with Advocates and PEC management
Qualification
Required
Undergraduate degree and minimum 3-5 years quality assurance experience in a contact center environment
Empathy and coaching abilities to provide feedback that is not only constructive but also supportive
Excellent problem-solving and analytical skills to not only identify issues but offer innovative solutions
Knowledge of customer service best practices
Detail-oriented, self-reliant, and process-driven mindset
Strong communication (verbal and written), interpersonal, and conflict resolution skills
Ability to provide leadership to team members in a fast-paced and stressful work environment
Must be technically savvy, with demonstrated experience working with multiple systems and apps
Preferred
Healthcare/physical therapy experience a plus
Benefits
Full benefits package beginning within your first month of employment
Generous PTO (Paid Time Off) plans and paid holidays
Company
Ivy Rehab Network
Ivy is a rapidly growing network of best-in-class outpatient physical, occupational, speech and ABA therapy clinics throughout the United States.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2016-05-08Acquired
Leadership Team
Michael Rucker
CEO
George Batton
Chief Financial Officer
Recent News
2025-09-12
Company data provided by crunchbase