Sr. Specialist, Quality Assurance

As a Sr. Specialist, Quality Assurance at Strive Health, your primary responsibilities involve ensuring the integrity of the overall enrollment process. You'll provide coaching to PSC Senior Associates, audit calls—both live and recorded—and develop customized coaching plans. Creating and managing call audit scorecards, leading meetings, and supporting quality improvement initiatives are also key aspects of your role. This position significantly impacts our mission to improve kidney care and is often visible to C-level leadership.

To qualify for the Sr. Specialist, Quality Assurance role at Strive Health, candidates typically need a minimum of 6 years of relevant experience or education. Preferred qualifications include a bachelor's degree in a related field, healthcare analytics experience, workforce management skills, and familiarity with contact center reporting. Experience with tools like Clarity, Salesforce, and Quick Sights will also be beneficial in this position.

Coaching in the Sr. Specialist, Quality Assurance role at Strive Health is crucial for maintaining high standards. You'll work closely with PSC Senior Associates through live shadowing sessions during calls and provide one-on-one feedback based on audits. This personalized coaching will enhance their skill sets, ensuring they meet quality assurance standards and contribute to the overall effectiveness of kidney care services.

Strive Health offers an exceptional pathway for career progression for a Sr. Specialist, Quality Assurance. Given the visibility of the role to C-level leadership, individuals have the opportunity to demonstrate their capabilities and take on greater responsibilities. Your contributions towards enhancing quality in our services can lead to further advancement within the organization as we continuously expand and innovate.

The work culture at Strive Health for Sr. Specialists, Quality Assurance is rich and collaborative. We emphasize diversity and innovation while celebrating our successes together through team-building activities, recognition programs, and casual gatherings. The supportive environment is designed not just for professional excellence but also for personal wellbeing, helping you feel empowered and engaged every day.

When discussing your experience with quality assurance in healthcare during the interview for the Sr. Specialist, Quality Assurance role, focus on specific examples where your actions led to measurable improvements. Highlight your familiarity with healthcare regulations and standards, and how you ensured compliance while enhancing patient care.

In answering this question, emphasize your coaching style and methods. Discuss how you tailor your feedback to individual team members and how you track their progress. It’s useful to mention specific metrics you’ve used to guide your coaching efforts and how you foster a culture of continuous improvement.

Share your experience with tools such as Salesforce and Clarity, mentioning any instances where these tools were instrumental in achieving quality assurance goals. Discuss what data insights you focused on to improve operations and patient outcomes, and how you presented reports to stakeholders.

Use the STAR method to illustrate a situation where you identified a quality issue. Clearly state the task you were responsible for, the specific actions you took to address the issue, and the results of your intervention. This showcases your problem-solving skills and initiative.

Discuss your commitment to ongoing education and professional development. Mention any relevant workshops, conferences, or certifications you've pursued related to quality assurance. Also, indicate how you apply the latest industry practices in your work at Strive Health.

Describe specific strategies you've implemented in past roles to support quality improvement. Focus on how you gather input from team members, analyze performance data, and collaborate with cross-functional teams to enhance processes. Highlight any successful projects you’ve led successfully.

In your response, detail your approach to time management and organizational skills. Discuss techniques you use to prioritize tasks, such as setting clear objectives, utilizing task management tools, and maintaining open communication with your team to stay aligned on priorities.

Provide a thoughtful explanation of patient-centered care, emphasizing its core principles—respect for patients, active collaboration, and individualized care. Share an example where you actively contributed to improving patient experiences and outcomes, illustrating your commitment to this approach as a prospective Sr. Specialist, Quality Assurance.

In answering this question, outline the key performance indicators (KPIs) you track to gauge the success of quality assurance initiatives. Talk about how you utilize data to assess changes and improvements in service delivery, patient experience, and overall operational efficiencies.

Your answer should reflect your passion for the organization's mission and values. Discuss how your skills align with the initiatives at Strive Health, and express your excitement for being part of an organization that is making such a meaningful impact on kidney care. Share your enthusiasm for the growth opportunities available within the company.