Quality & Training Manager, Member Services

Radiology is the second most used healthcare service used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5000 vetted providers across 48 states which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills all while delivering immediate savings and ROI for employers and payers on every exam.

Were looking for an experienced Quality & Training Leader to elevate the performance consistency and member experience across our Member Services organization. This expanded role combines Quality Assurance leadership with the development and delivery of a best-in-class Training function ensuring every agent is equipped compliant and empowered to deliver the high-touch experience that defines OneImaging.

You will oversee the team responsible for auditing member interactions building and running training programs driving operational quality standards and ensuring every touchpoint reflects both regulatory excellence and compassionate care navigation specific to radiology and medical imaging workflows.

Quality Assurance

• Drive and maintain consistent adherence to clinical protocols insurance verification accuracy and HIPAA privacy standards during every member touchpoint with particular focus on radiology-specific workflows (prior authorizations imaging orders scheduling).
• Develop and refine quality scorecards and call auditing frameworks that balance technical compliance (SLA accountability funnel visibility) with the human side of radiology care navigation.
• Lead regular calibration sessions with Operations leadership to maintain a unified vision of quality and close performance feedback loops efficiently.
• Identify trends in member friction points scheduling delays insurance hurdles imaging center coordination issues member objections and collaborate with Product and Training teams to solve them at the root.
• Build develop and lead a high-performing QA team focused on agent compliance and service excellence within a high-growth tech-enabled healthcare environment.

Training & Development

• Design build and own the end-to-end training program for Member Services agents covering onboarding radiology domain knowledge care navigation compliance (HIPAA insurance verification) and CRM/platform proficiency.
• Develop role-specific training curricula for radiology-specific scenarios including imaging referrals prior authorization workflows provider network navigation patient care navigation and patient cost transparency conversations.
• Guide the creation and maintain a library of training materials including e-learning modules job aids call guides and scenario-based role-play exercises tailored to radiology member interactions.
• Leverage QA findings to create a continuous feedback loop: translate audit insights and scorecard trends directly into targeted coaching and refresher training programs.
• Establish and track training effectiveness metrics knowledge assessments post-training performance lift time-to-proficiency and iterate based on results.
• Lead new hire onboarding experiences that reduce ramp time while instilling the OneImaging member-first culture and radiology literacy from day one.
• Facilitate live training sessions workshops and calibration exercises; coach team leads and supervisors on reinforcing training in day-to-day operations.

Cross-Functional Leadership

• Partner with Operations Product and Clinical teams to stay current on radiology protocol changes network updates and regulatory shifts that require agent retraining.
• Act as the internal subject matter expert on member-facing quality and training standards representing the function in leadership forums and cross-functional initiatives.
• Define and report on a unified Quality & Training scorecard for executive visibility connecting compliance metrics training completion rates and downstream member experience outcomes.

• 5 years in call center quality compliance and training leadership preferably within Digital Health Health Insurance Radiology or Tech-Enabled Healthcare Services.
• Demonstrated experience building or significantly scaling training functions from the ground up including curriculum design and LMS administration.
• Proven track record managing high-volume quality audits and navigating complex healthcare regulatory landscapes (HIPAA insurance verification clinical protocols).
• Proficiency in analyzing funnel metrics and quality data to drive both operational improvements and targeted training interventions.
• Experience with modern QA platforms and CRM systems (Salesforce Zendesk).
• Highly self-directed with the ability to build from first principles this role operates and owns the definition of quality and training standards not just the execution of them.

Preferred Qualifications

• Background in radiology medical imaging or diagnostic services either in a clinical coordination patient access or operational capacity.
• Familiarity with radiology workflows: prior authorization processes imaging order management payer-specific protocols and provider network coordination.
• Experience with LMS platforms and instructional design methodologies.
• Exposure to value-based care models employer health benefits or direct-to-employer healthcare solutions.

Who You Are

• A systems thinker who sees quality and training as two sides of the same coin not separate functions but an integrated loop of measure learn improve.
• Sees a dip in quality scores and treats it as an opportunity to solve not just a compliance problem to escalate. You move fast to connect the data to a fix.
• Keeps the member at the center of every decision whether youre writing a call guide calibrating with ops or redesigning a workflow youre asking what does this feel like for the person on the other end
• Believes affordable transparent healthcare access matters and wants their work to be part of how OneImaging delivers on that promise.
• A natural coach and communicator who can translate complex radiology and compliance topics into clear engaging training experiences.
• Data-driven but human-centered: you use metrics to find problems and empathy to solve them.
• Aligned with the mission and desired outcome of the business model

The target base salary range for this position is $85000 - $115000. This position is also bonus eligible. Individual compensation will depend on various factors including qualifications skills experience location and applicable addition to base salary this role is eligible to participate in our equity incentive and competitive benefits plans.

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