Quality Assurance Executive ( US Shift)

Company Description

Since its founding in 2004, myOnsite Healthcare has been dedicated to enhancing the quality of life and improving patient health. Specializing in mobile phlebotomy, we cater to homebound seniors, busy executives, pediatric patients, and anyone needing at-home blood draw services. Our licensed phlebotomists adhere to stringent hygiene standards, ensuring reliability and convenience. With a national network of service centers, partner laboratories, and experienced professionals in laboratory medicine, healthcare IT, we deliver personalized, patient-centered care.

Role Summary

Ensure call and process quality across patient services, CRM/order entry, phlebotomy operations, and RCM driving defect prevention, complaint reduction, and patient satisfaction.

Key Responsibilities

• Monitor patient feedback and phlebotomist calls; score against QA rubrics.
• Audit CRM tickets and order entries for accuracy, SOP adherence, and compliance.
• Identify service gaps; drive CAPA and coach teams to closure.
• Partner with Sales, CSE, RCM, Marketing, and Development to resolve issues and improve workflows.
• Track CSAT/NPS/online reviews; report trends, actions, and outcomes.
• Maintain QA logs, checklists, and documentation readiness for audits.

Requirements

• 1–3 years in healthcare QA/CX/operations (contact center or clinical setting).
• Hands-on with CRM/ticketing, call QA/scorecards, spreadsheets/dashboards.
• Strong attention to detail, problem-solving, and time management.
• Clear communication; stakeholder management across teams.
• Reliability and policy adherence (attendance, documentation discipline).

Success Metrics (KPIs)

• Audit coverage & accuracy; QA report turnaround time (TAT).
• Complaint reduction; CSAT/NPS uplift and review ratings improvement.
•  On-time CAPA closure; reduced CRM/order-entry defects.
• Six Sigma Certification

Location: Vadodara, Gujarat ( On-Site)

US Shift