Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

Under the direction of the Manager, Quality Assurance, the Quality Assurance Analyst role will be responsible for helping the Technical Operations team better the overall client experience through establishing and expanding standards of quality related to accountability, functionality, implementations and client support. This role will work to develop and maintain the quality assurance program for Teladoc Health by monitoring impact, success metrics, assisting with employee development and supporting the overall Implementation and Client Support business lines. This role will aid the Technical Operations team in outlining and executing the team’s associated department deliverables. The candidate that best suits this role will need to have excellent organization and time management skills overseeing departmental metrics and upholding quality assurance standards. They will also need to have advanced strategic and communication skills, a passion for working in a fast-paced, dynamic environment and a desire to provide exceptional service. This candidate will play a key role in the achievement of team, department and organizational goals/OKRs.

As Technical Operations continues to grow, increased attention is required to ensure we keep the support, Implementation and delivery lines of business running with multiple migrations and process changes underway, this resource will focus on governance and quality for implementation key initiatives.

Essential Duties and Responsibilities

• Ensure and confirm that PHI and PII is not accessed outside of the domestic United States by any individuals or teams.
• Record and report quality data
• Review the implementation and efficiency of quality and inspection systems
• Investigate client complaints and non-conformance issues
• Collect and compile statistical quality data
• Analyze data to identify areas for improvement in the level of service provided externally
• Analyze data to identify areas for improvement in the level of detail and quality of internal documentation and material integrity
• Work with Technical Operations Managers to develop and score resources appropriately
• Govern external and internal survey creation, launch, and reporting process
• Implementation Escalation Management
• Reviews order products that implementation teams need to deliver pre - Go Live and support post – Go Live
• Tracks and reports out implementation issues and lessons learned to ensure quality
• Record, prepare and report quality data to communicate outcomes of quality activities
• Analyze data to identify areas for improvement in the quality system
• Develop, recommend, and monitor corrective and preventive actions
• Identify training needs and organize trainings to meet quality standards
• Evaluate audit findings and implement appropriate corrective/preventative actions
• Assure ongoing compliance with quality and industry regulatory requirements
• Monitor client feedback, inclusive of survey creation, governance, and maintenance
• Prepares and analyzes internal and external quality reports for management staff review
• Provide insight and feedback on system and program improvements
• Adhere to all company policies, procedures, and business code of ethics
• Other duties as assigned

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

No

Qualifications Expected for Position

• Effective written and presentation skills
• Robust strategic, organizational and communication skills
• Strong data analysis skills
• Desired proficiency in Salesforce, Confluence/JIRA, MS Office Suite, and Tableau
• Requires minimal supervision
• Leadership skills
• Has initiative, drives progress, holds accountability
• Good understanding of troubleshooting skills, triaging and escalation processes
• Adheres to Service Level Agreements, ensuring proper handling of all issues
• Positive attitude and an outgoing personality with a high standard of decorum
• Professional appearance and the ability to exhibit a professional demeanor over the phone, through email, and in person, as required
• Must demonstrate excellent written and oral communication skills in English
• Strong communication, organizational, time management and presentation skills
• Ability to work independently and as part of a team
• Ability to manage multiple initiatives/projects simultaneously

Required license or credential needed to perform job:

• Bachelor’s Degree or equivalent experience
• 3+ Years Quality Assurance experience
• 3+ Years SaaS experience
• 3+ Years Healthcare sector experience
• Knowledge of HIPAA Standards

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Work Environment

☐ Office ☒ Remote ☐ Hybrid (Office & Remote)

Travel: 10%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

About Us

Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.