Customer Quality Manager
WeCare Medical Specialty Group
Date: 1 week ago
City: Newton, Massachusetts
Contract type: Full time
Remote
Wecare Medical Specialty Group is a leading and innovative healthcare organization dedicated to providing exceptional and compassionate specialty medical care. We are committed to leveraging technology to enhance patient outcomes, streamline operations, and empower our medical professionals. As we continue to grow, we are seeking a highly motivated and experienced Remote Customer Quality Manager to join our team.
This is a fully remote position, offering the flexibility to work from anywhere within the United States.
About the Role:
The Remote Customer Quality Manager will be a critical member of our Quality and Operations team, responsible for ensuring the highest level of quality in our patient care and services from a customer-centric perspective. This role will focus on understanding customer feedback, identifying areas for improvement, and implementing strategies to enhance overall customer satisfaction and loyalty. The ideal candidate will possess a deep understanding of quality management systems in a healthcare setting, exceptional problem-solving skills, and a passion for advocating for the patient experience.
Responsibilities:
Customer Feedback Management:
Establish and manage a robust system for collecting, analyzing, and reporting on customer feedback, including surveys, complaints, and direct interactions.
Identify trends, root causes, and areas of concern related to customer quality.
Collaborate with customer service and clinical teams to ensure timely and effective resolution of customer issues.
Quality Improvement Initiatives:
Develop, implement, and monitor customer-focused quality improvement programs and initiatives.
Lead cross-functional teams to address identified quality gaps and implement corrective and preventive actions (CAPAs).
Utilize quality methodologies (e.g., Lean, Six Sigma, Root Cause Analysis) to drive continuous improvement in customer processes and outcomes.
Performance Monitoring & Reporting:
Define and track key performance indicators (KPIs) related to customer quality and satisfaction.
Prepare and present comprehensive reports on customer quality performance to senior management, highlighting successes, challenges, and recommendations.
Compliance and Best Practices:
Ensure all customer quality processes adhere to relevant healthcare regulations, privacy policies (e.g., HIPAA), and internal guidelines.
Stay informed of industry best practices and emerging trends in customer experience and quality management within healthcare.
Training & Education:
Develop and deliver training programs for internal teams on customer quality principles, feedback management, and patient advocacy.
Foster a culture of quality and continuous improvement across the organization, with a strong emphasis on the customer experience.
Collaboration:
Work closely with various departments, including Clinical Operations, IT, Patient Experience, and Compliance, to ensure a unified approach to customer quality.
Act as a liaison between the organization and our customers to understand their needs and expectations.
Qualifications:
Work Permit/Citizenship: Must be a United States citizen or possess a valid and unrestricted US work permit. Wecare Medical Specialty Group is able to sponsor visas for this position at this time.
Bachelor's degree in Healthcare Administration, Business Administration, Quality Management, or a related field. Master's degree preferred.
Minimum of 5+ years of progressive experience in a quality management role, with a strong emphasis on customer quality within the healthcare or medical device industry.
Proven experience in managing and improving customer feedback systems and processes.
In-depth knowledge of quality management systems (e.g., ISO 9001, ISO 13485) and regulatory requirements relevant to healthcare (e.g., HIPAA, FDA regulations if applicable to services).
Demonstrated ability to lead and facilitate quality improvement projects.
Strong analytical skills with the ability to interpret data, identify trends, and draw actionable insights.
Excellent written and verbal communication skills, with the ability to clearly articulate complex information to diverse audiences.
Exceptional interpersonal and relationship-building skills, with a strong customer-focused approach.
Proficiency in using quality management software, CRM systems, and data analysis tools.
Strong organizational and time management skills, with the ability to manage multiple priorities in a remote work environment.
Self-motivated, proactive, and able to work independently with minimal supervision.
A dedicated and professional home office setup with a reliable high-speed internet connection.
This is a fully remote position, offering the flexibility to work from anywhere within the United States.
About the Role:
The Remote Customer Quality Manager will be a critical member of our Quality and Operations team, responsible for ensuring the highest level of quality in our patient care and services from a customer-centric perspective. This role will focus on understanding customer feedback, identifying areas for improvement, and implementing strategies to enhance overall customer satisfaction and loyalty. The ideal candidate will possess a deep understanding of quality management systems in a healthcare setting, exceptional problem-solving skills, and a passion for advocating for the patient experience.
Responsibilities:
Customer Feedback Management:
Establish and manage a robust system for collecting, analyzing, and reporting on customer feedback, including surveys, complaints, and direct interactions.
Identify trends, root causes, and areas of concern related to customer quality.
Collaborate with customer service and clinical teams to ensure timely and effective resolution of customer issues.
Quality Improvement Initiatives:
Develop, implement, and monitor customer-focused quality improvement programs and initiatives.
Lead cross-functional teams to address identified quality gaps and implement corrective and preventive actions (CAPAs).
Utilize quality methodologies (e.g., Lean, Six Sigma, Root Cause Analysis) to drive continuous improvement in customer processes and outcomes.
Performance Monitoring & Reporting:
Define and track key performance indicators (KPIs) related to customer quality and satisfaction.
Prepare and present comprehensive reports on customer quality performance to senior management, highlighting successes, challenges, and recommendations.
Compliance and Best Practices:
Ensure all customer quality processes adhere to relevant healthcare regulations, privacy policies (e.g., HIPAA), and internal guidelines.
Stay informed of industry best practices and emerging trends in customer experience and quality management within healthcare.
Training & Education:
Develop and deliver training programs for internal teams on customer quality principles, feedback management, and patient advocacy.
Foster a culture of quality and continuous improvement across the organization, with a strong emphasis on the customer experience.
Collaboration:
Work closely with various departments, including Clinical Operations, IT, Patient Experience, and Compliance, to ensure a unified approach to customer quality.
Act as a liaison between the organization and our customers to understand their needs and expectations.
Qualifications:
Work Permit/Citizenship: Must be a United States citizen or possess a valid and unrestricted US work permit. Wecare Medical Specialty Group is able to sponsor visas for this position at this time.
Bachelor's degree in Healthcare Administration, Business Administration, Quality Management, or a related field. Master's degree preferred.
Minimum of 5+ years of progressive experience in a quality management role, with a strong emphasis on customer quality within the healthcare or medical device industry.
Proven experience in managing and improving customer feedback systems and processes.
In-depth knowledge of quality management systems (e.g., ISO 9001, ISO 13485) and regulatory requirements relevant to healthcare (e.g., HIPAA, FDA regulations if applicable to services).
Demonstrated ability to lead and facilitate quality improvement projects.
Strong analytical skills with the ability to interpret data, identify trends, and draw actionable insights.
Excellent written and verbal communication skills, with the ability to clearly articulate complex information to diverse audiences.
Exceptional interpersonal and relationship-building skills, with a strong customer-focused approach.
Proficiency in using quality management software, CRM systems, and data analysis tools.
Strong organizational and time management skills, with the ability to manage multiple priorities in a remote work environment.
Self-motivated, proactive, and able to work independently with minimal supervision.
A dedicated and professional home office setup with a reliable high-speed internet connection.
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