Matrix Medical Network

Quality Assurance Manager - Remote

Posted Date 2 months ago(10/11/2021 9:41 AM)
Job ID
# of Openings
Contact Center
Full Time Regular





Quality Assurance Manager - Remote



About Us: 


Matrix Clinical Care offers a broad range of clinical services and proven expertise that gives health plans, primary care providers, and employers the tools and knowledge they need to better manage the health of at-risk populations at home. With its deep roots in clinical assessment and care management services, Matrix’s network of clinicians break through traditional barriers to care access by meeting members where they are.


Matrix, in partnership with its expert clinical advisory panel, offers customizable solutions across four distinct lines of business via in-home visits, telehealth, on-site support at medical facilities and businesses, and Mobile Health Clinics:

  • Matrix Clinical Care helps seniors and other at-risk individuals enjoy a better quality of care, experience better health outcomes, and identify chronic conditions that may otherwise go undiagnosed.
  • Matrix Clinical Solutions helps keep workers healthy and businesses run productively by designing custom workplace health solutions and providing testing, tracing, and clinical care solutions. Matrix also offers a safety verified certification program developed in collaboration with the Cleveland Clinic.
  • Matrix Clinical Trials provides rapid and scalable decentralized trial solutions to reach broad and diverse trial participant populations and improve the patient experience. Matrix adheres to the highest standards in quality, compliance, and data collection to accelerate trial completion timelines and support trial partners.
  • Matrix Clinical Labs is a CLIA-certified and CAP-accredited laboratory that provides state-of-the-art diagnostic services and clinical testing support.

At Matrix, you will have endless opportunities to positively impact the communities in which we work and to affect the lives of health plan members who we serve. Everything Matrix does starts with a successful phone call that encourages health plan members to accept our invitation to visit them and support their health needs. 


What We Offer:

  • Competitive Pay.
  • Benefits begin the 1st of the month after your start date!
  • Paid holidays and personal time off.
  • Ongoing training program.
  • Fun, challenging and motivating work environment.





  • Provides strategic and tactical direction in line with the Contact Center performance and quality focus.
  • Leads and provides guidance, direction and mentorship to the Quality Support Representative (QSR) Team Lead to provide and coordinate the activities of the QSRs in the attainment of strategic and tactical goals and directives.
  • Drives the development of the skills and proficiencies of the Quality Support team in providing quality feedback to the Member Relations and Clinical Support Departments.
  • Reviews, modifies and enhances process and procedures to ensures that member interactions are conducted in full compliance with client and organizational requirements.
  • Oversight and direction to ensure accuracy and timeliness of all contact center objectives related to supporting performance and quality assurance initiatives, as well as development and oversight of action plans, reports information related to the area of responsibility.
  • Reviews performance of staff members and provides feedback as appropriate.
  • Identifies and drives opportunities to improve or enhance plans for improvement of Quality Assurance (QA) and Quality Support (QS) metrics.
  • Collaborates/Represents QS process/procedure/outcomes to other departments.
  • Ownership of current policies and effectiveness of the QS program and effectively communicates enhancements or changes to plans to enhance the quality system.
  • Works with the Contact Center Senior Team, Corporate QA, and the Executive Team to ensure that any client request or action plan is executed on a timely manner with the expected outcomes.
  • Works with Member Relations (MR) and Clinical Support Services (CSS) Leadership to ensure proper support to continue to drive performance and quality.
  • Uses quality monitoring data to report and brief Sr. Leadership of trends and items impacting performance.
  • Leads efforts in evaluating results in aggregate to identify learning deficits and opportunities for performance improvement activities.
  • Oversight and direction to the calibration sessions and remote monitoring sessions to ensure progress takes place.
  • Leadership in creating, monitoring, and improving on the new employee orientation process.
  • Leads QSR to drive performance and improvement of Key Performance Indicators (KPIs).
  • Provide data support and reporting around monitoring, collecting, analyzing trends and behaviors.
  • Provide oversight and leadership of the Business Delivery Advisors to drive day to day Contact Center (CC) activities on the floor as outlined in the Business Delivery Advisor Job Description; implement changes where needed.
  • Supports the Business Delivery Advisor of project implementation.
    • Ensures projects remain on track for all milestones and deadlines.
    • Documents and maintains all project documentation, meeting notes, updates and tasks.
    • Communicates timelines, milestones estimated delivery dates on all projects/tasks.
    • Conducts project/pilot launch meetings, ongoing meetings and weekly project status meetings.
    • Ensures that all key stake holders are provided project updates in a timely manner.
    • Creates and maintains comprehensive cross-departmental project documentation, processes and procedures.
    • Attends meetings; recording meeting notes and defining action items where necessary.
    • Daily, weekly and monthly recaps of all projects assigned, along with analysis of the project.
    • Trains and works with team members to transition projects post go-live.
  • Performs other assigned tasks and duties as necessary.



  • Minimum four years of call center experience in quality assurance management preferred.  A recent healthcare background is a definite plus.
  • Experience with Quality Management Tools, Speech Recognition software like Virtual Observer, Call Miner, etc.  
  • Ability to provide a high level of customer focus knowledge in Call Center operations.
  • Demonstrated leadership experience with strengths in quality management and process improvements.
  • Demonstrated coaching and development skills; strong listening skills.
  • Effective team interaction/linking, both peer to peer and supervisor to employee.
  • Demonstrated ability to develop/modify process, establish procedures and execute plans, through proper and accurate analytical & diagnostic process to ensure compliance.
  • Ability to exercise sound, independent judgment.
  • Demonstrated ability to organize, take initiative and follow up independently.
  • Proven time management, innovation, flexibility, prioritization and follow-up skills in a rapidly changing environment.
  • Ability to think independently, make decisions, be a productive member of the team, while adhering to company standards and guidelines.
  • Must have excellent verbal and written communication; strong interpersonal skills.
  • Excellent typing skills and computer literacy.


Educational Requirements:


  • Associate’s degree or equivalent experience; bachelor’s degree preferred.


Work From Home Requirements:

  • Reliable internet speed and broadband connection, 20 mbps download and 5 mbps upload.
  • A secure area in the home to work from.
  • The ability to work effectively in a work-at-home setting.
  • Even though this is a WFH position, candidates must be located in the Tampa Bay Area.


Our Culture:

  • We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
  • We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
  • We encourage and celebrate collaboration.
  • We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.
  • As a clinical organization, we support vaccinations because we care about the health and safety of our colleagues and those we serve. Moreover, our clients are increasingly expecting us to be vaccinated due to the vulnerability of those we serve.  As such, Matrix Medical Network requires that all team members are fully vaccinated against Influenza and COVID-19, unless they are eligible for a specific exemption.  


Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship.  If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact




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