Manager, Quality Assurance (Contact Center)
Posted on April 23, 2026 (about 1 month ago)
Manager, Quality Assurance (Contact Center)
OneImaging is solving long‑standing problems in radiology by providing a concierge approach and a premium radiology network of over 5,000 vetted providers across 48 states. Our solution reduces imaging costs, removes surprise bills, and improves access to essential radiology services for patients while delivering savings and ROI for employers and payers.
Role summary
We are seeking an experienced Member Services Quality & Compliance Leader to own the excellence of our Member Services (care navigation) team. You will lead quality auditing of day-to-day member interactions to ensure agents comply with healthcare regulations (including HIPAA/PHI) and deliver the OneImaging member experience.
What you'll do
- Build and manage a high-performing Quality team focused on agent compliance and service excellence within a high-growth, tech-enabled healthcare environment.
- Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
- Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation.
- Lead regular calibration sessions with Operations Managers to ensure a unified vision of quality and close feedback loops.
- Identify trends in member friction points—such as scheduling delays or insurance hurdles—and collaborate with Product and Training teams to address root causes.
About you
- 3–5 years in call center quality/compliance leadership, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
- Deep understanding of healthcare plan designs (TPAs, captives, self-insured models); radiology/imaging referral experience preferred.
- Proven track record managing high-volume quality audits and navigating complex regulatory landscapes (HIPAA required).
- Proficiency analyzing funnel metrics and quality data to drive operational improvements.
- Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk).
Compensation & benefits
The target base salary range for this position is $80,000 - $100,000. This position is also bonus eligible. Individual compensation will depend on qualifications, skills, experience, location, and applicable laws. In addition to base salary, this role is eligible to participate in our equity incentive and competitive benefits plans.
Fraud and security notice
Please be aware of recent job scam attempts. Our team uses the oneimaging.com email domain exclusively. If you have been contacted by someone claiming to be a OneImaging recruiter or hiring manager from a different domain, report it to law enforcement at https://www.ic3.gov/Home/ComplaintChoice and to [email protected].
Equal employment opportunity & accommodations
OneImaging is an Equal Employment Opportunity employer and values diversity. We do not discriminate based on legally protected characteristics. OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, contact [email protected].
How to apply
To apply for this role, click the "Apply" button on this job posting and complete the Greenhouse application form. Required fields include name, email, phone, LinkedIn profile, desired salary, and work authorization details. You may attach a resume/CV and cover letter (accepted file types: pdf, doc, docx, txt, rtf) or enter them manually. You can also attach documents from Dropbox or Google Drive.
Contact
If you have questions about the application or need an accommodation, email [email protected]. To report suspected recruitment scams, contact [email protected].