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 (Ejido Guadalajara)
🏢 iSoft Globl
📍 Ejido Guadalajara