The client is looking at hiring a Quality Manager – Healthcare Contact Center Operations for their team at Guadalajara, Mexico.

Role :

Lead quality operations supporting healthcare contact center and patient scheduling teams, driving scheduling accuracy, patient experience, compliance, SLA performance, calibration, coaching, and continuous improvement across client programs.

Responsibilities :

Quality Operations & Patient Access Expertise:

- Own quality performance for healthcare contact center and patient scheduling workflows, including inbound/outbound patient interactions, appointment scheduling, rescheduling, cancellations, registration, referral intake, and related patient access activities.
- Establish and maintain quality monitoring standards, scorecards, audit methodologies, sampling plans, and evaluation criteria aligned with client requirements and company standards.
- Monitor scheduling accuracy, documentation quality, call quality, patient experience, policy adherence, and compliance with HIPAA and client-specific workflows.
- Analyze quality defects and error trends to identify root causes, training needs, process gaps, and opportunities to improve first-contact resolution and scheduling outcomes.
- Lead calibration sessions across Quality, Operations, Training, and client stakeholders to ensure consistent interpretation and application of quality standards.
- Partner with Operations leadership to develop corrective and preventive action plans for recurring quality issues and track actions through closure.
- Support new client transitions, workflow changes, specialty expansions, and go-live readiness by validating quality controls, SOPs, and audit requirements.
- Promote technology-enabled quality management, including speech/call analytics, automated quality monitoring, reporting tools, and mistake-proofing solutions where applicable.

Contact Center & Scheduling Quality Management:





- Evaluate adherence to scheduling protocols, appointment types, provider/location selection, visit prerequisites, referral requirements, and escalation pathways.
- Monitor patient communication for professionalism, empathy, accuracy, privacy, and clear expectation setting.
- Track and improve scheduling accuracy, call quality, critical-error rates, documentation accuracy, repeat-contact drivers, complaint trends, and quality-related SLA adherence.
- Partner with Workforce Management and Operations to understand the impact of staffing, call volume, service levels, and productivity expectations on quality performance.
- Ensure quality programs support a consistent patient experience while balancing operational efficiency and client service-level expectations.

Leadership & Team Management:

- Lead, coach, and develop Quality Supervisors, Team Leads, and Quality Analysts/Auditors supporting patient scheduling and contact center operations.
- Set performance expectations and conduct regular one-on-one reviews, coaching sessions, and development planning for direct reports.
- Build quality capability through targeted training based on audit findings, error trends, client feedback, and changing healthcare workflows.
- Partner with Training and Operations to ensure coaching actions translate into measurable improvement in frontline performance.
- Support employee engagement, retention, succession planning, and development of the quality leadership pipeline.

Client & Stakeholder Management:





- Serve as the quality subject matter expert for assigned healthcare contact center and patient scheduling clients.
- Lead or participate in weekly and bi-weekly client quality reviews and provide quality insights for MBRs, QBRs, and executive reporting.
- Present quality trends, root-cause findings, corrective actions, and improvement recommendations in a concise and client-ready manner.
- Partner closely with Operations, Training, Workforce Management, Process Excellence, Technology, and client stakeholders to improve quality and patient experience.

Key Performance Indicators:

- Overall quality score and client quality SLA attainment; scheduling and registration accuracy; critical-error reduction; call quality and patient experience; calibration consistency; corrective action closure; client satisfaction/NPS; quality team productivity and attrition.

Academic and Professional Background:

- Graduate in any discipline; healthcare, business, quality, or related education preferred.
- 6+ years of relevant experience, including quality leadership in healthcare patient access, patient scheduling, contact center, or BPO operations; 2+ years in an Assistant Manager or comparable leadership role preferred.
- Experience supporting U.S. healthcare provider contact center or patient access operations strongly preferred; Epic or another major EHR/patient scheduling platform experience preferred.

Competencies, Skills, and Other Requisites:

- Strong knowledge of healthcare contact center and patient scheduling quality practices, including quality monitoring, call auditing, calibration, root-cause analysis, CAPA, and continuous improvement.
- Understanding of HIPAA, patient privacy, and healthcare contact center compliance requirements.
- Strong analytical, client communication, stakeholder management, coaching, team leadership, organization skills.

📌 Quality Manager – Healthcare Contact Center Operations (Guadalajara)
🏢 iSoft Globl
📍 Guadalajara