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 (Jalisco)
🏢 iSoft Globl
📍 Jalisco