Clinical Quality Specialist

We are looking for a Clinical Quality Specialist responsible for evaluating customer interactions, ensuring compliance with quality standards, and supporting continuous improvement initiatives. This role partners with Operations, Training, and Leadership teams to enhance customer experience, identify performance trends, and promote quality excellence.

Key Responsibilities

• Review customer interactions, including calls and documentation, to ensure quality and compliance standards are met.
• Evaluate adherence to established processes, policies, and customer service expectations.
• Identify performance trends and opportunities for improvement.
• Provide feedback and coaching recommendations to support team development.
• Monitor documentation accuracy and compliance with healthcare regulations, including HIPAA.
• Assist with quality reporting, audits, and continuous improvement initiatives.
• Collaborate with cross-functional teams to improve customer experience and operational efficiency.

Minimum Qualifications

• 5+ years of professional experience.
• At least 1 year of experience in healthcare, medical devices, clinical support, or a related field.
• Experience conducting quality reviews, audits, or performance evaluations.
• Knowledge of HIPAA and healthcare compliance requirements.
• Experience using CRM systems and Microsoft Office.
• Strong communication, analytical, and problem-solving skills.
• Bilingual English and Spanish.

Preferred Qualifications

• Experience in customer support, contact center, or healthcare service environments.
• Experience supporting healthcare/ medical devices companies.
• Quality certifications such as CQA, Lean, or Six Sigma.
• Experience in regulated healthcare or medical device environments.