SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Lifeforce is seeking a CX Lead, Diagnostics & Quality to own two interconnected areas: quality assurance for the entire customer experience team and leadership of the diagnostics program including lab, phlebotomy, and requisition partners.
Quality Assurance (40% of role): You will run the day-to-day CX QA program using Rippit across five teams handling member contacts via email, SMS, and phone: Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX. Responsibilities include auditing member interactions weekly, scoring them against CX scorecards, providing specific feedback to agents through completed scorecards, and tracking performance by agent, team, and channel. You'll analyze QA results alongside CSAT to identify knowledge, process, and compliance gaps, distinguishing individual performance issues from systemic training or tooling problems. You'll own the scorecards, rubrics, review assignments, and sampling approach in Rippit, keeping them aligned with current processes. You'll run calibration sessions to ensure consistent scoring across reviewers and implement automation where appropriate (AI-assisted scoring, risk-based sampling, automated flagging and reporting), validating automated results against human review.
Diagnostics Program & Partner Management (40% of role): You will own day-to-day relationships with lab and phlebotomy partners, tracking their performance and driving issues to resolution. You'll monitor diagnostics metrics that shape member experience including redraw rate, turnaround time, requisition and order errors, and blood draw CSAT. You'll run diagnostics error checks and the Clinical Redraw Tracker, flagging member-impacting issues. You'll conduct weekly partner trend reviews, track diagnostics tech issues with Product and Engineering, support center teams and RNs at franchise partner locations with diagnostics issues, coordinate diagnostics support for special events, and prepare weekly Quality and Diagnostics reporting for CX leadership.
Queue & Escalations (20% of role): You'll work the Zendesk queue directly across email, SMS, and phone to stay close to members and workflows. You'll handle complex diagnostics escalations and provide phone support (approximately half of this time), serve as the go-to resource for the CX team on diagnostics workflows and unusual cases, and monitor Zendesk and diagnostics Slack channels for emerging issues.
You'll also maintain documentation in Guru and Help Center articles, keeping materials current based on QA findings, and partner with CX leadership on new-hire quality readiness and ongoing training.
This is an individual contributor role reporting to the Customer Experience Manager, working closely with CX leadership, Diagnostics, Clinical Operations, internal RN teams, and external partners.
REQUIREMENTS:
Required:
- 3–5 years of customer support or CX experience, including time in a lead, QA, or senior agent role
- Hands-on experience running or contributing to a QA program, including rubric-based scoring, calibration, and giving feedback
- Experience managing vendor or partner relationships, including escalating issues and following them through to resolution
- Comfortable communicating verbally by phone and video with internal teams, external partners, and members as a regular part of the role
- Strong Zendesk experience across email, SMS, and phone
- Comfortable with data: tracking metrics, building reports, spotting trends, and explaining what they mean
- Clear written and verbal communication with internal teams and external partners, including delivering direct, constructive feedback
- Organized and able to balance scheduled QA work, partner follow-up, and queue work in the same week
- Self-directed and effective in a fully remote environment
Preferred:
- Experience in healthcare, diagnostics, telehealth, or lab services
- Experience with Rippit, MaestroQA, or similar QA platform, including setting up scorecards and reporting
- Experience using automation or AI tools in a QA workflow
- Familiarity with lab ordering, requisitions, or mobile phlebotomy
- Experience with Guru, Slack, and an order management system
