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Service Quality Improvement Specialist
Updated on 3/29/2023
Experience Level
Desired Skills
Customer Service
  • 3+ years of experience in service or quality improvement
  • College degree required
  • CPHQ certification or IHI certificate preferred
  • Extensive experience in effectively leading virtual meetings resulting in productive outcomes and efficient use of time
  • Experience utilizing quality improvement frameworks (e.g. Lean, SixSigma), conducting root cause analysis and leading quality improvement efforts
  • Experience using data and metrics to test theories, confirm assumptions, generate insights/recommendations and measure success
  • Ability to create reports, dashboards and visualizations. Comfort with Google Apps platform and Mac OS to develop tools and reports
  • Passionate about excellence in customer service
  • Fast learner, can pick up new content/industries quickly in an extremely fast paced environment
  • Proven organizational, communication, and informal leadership skills
  • Self-starter and team player who can build relationships with a wide range of partners and approaches challenges with a can-do attitude
  • Previous healthcare experience required
  • Ability to adapt rapidly to process changes
  • Strong influencing skills and collaboration skills
  • Thrives in a fast-paced environment and quick learner
  • Analyze, synthesize, and communicate insights on member/patient experience and member/patient feedback
  • Analyze operational indicators of emerging issues with leadership to identify interventions to reduce impact on members/patients
  • Create and manage reports on team/pod performance, emphasizing service and customer experience
  • Investigate and develop corrective action plans for quality issues, risks, and member complaints
  • Follow events through completion of investigation and action plan
  • Works in collaboration with other organizational data experts to ensure ongoing data integrity and alignment
  • Research external best practices and tools to inform Included Health's programs and practices
  • Support Audit remediation efforts
  • Supports various teams to improve quality, safety and service
  • Perform other duties as assigned
Grand Rounds

501-1,000 employees

Personal care platform
Company Overview
Grand Rounds is on a mission to raise the standard of healthcare for everyone, everywhere. The Grand Rounds team goes above and beyond to connect and guide people to the highest quality healthcare available for themselves and their loved ones.
  • Along with comprehensive medical, dental and vision plans; all employee spouses and children can access Included Health services at no cost. For time off, take it when you need it with our unaccrued discretionary time off for all exempt employees.
Company Core Values
  • We put the member first
  • We're here for outcomes
  • We seek diverse perspectives
  • We value change
  • We lead the way