CX Lead, Diagnostics & Quality at Lifeforce

Role Overview

Lifeforce is hiring a CX Lead, Diagnostics & Quality. This is a hybrid role with two main responsibilities: owning quality assurance for the entire CX team and leading the diagnostics program, including lab, phlebotomy, and requisition partners. You'll also work hands-on in the queue, managing tickets and escalations.

Key Responsibilities

Quality Assurance (about 40%)

Conducting QA

• Audit member interactions every week across Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX, covering email, SMS, and phone. Score them in Rippit (formerly MaestroQA) against our CX scorecards.

• Give each agent feedback through completed scorecards, with specific examples of what went well and what to change.

• Score for accuracy, communication, empathy, ownership, documentation, and policy adherence. For Clinical CX, also check whether contacts that need a clinician are triaged and handed off to the RN or clinical team correctly.

• Meet review coverage targets by agent and team so everyone is reviewed on a consistent schedule.

• Escalate critical errors and member-impacting issues to CX leadership right away.

• Partner with the CX Manager on individual and team coaching, using QA results and examples from reviews.

Tracking performance

• Track QA performance by agent, team, and channel. Report results and trends to CX leadership on a regular cadence.

• Analyze QA results alongside CSAT to spot recurring knowledge, process, and compliance gaps. Separate individual performance issues from training, documentation, tooling, or process gaps.

Improving the program

• Own the CX scorecards, rubrics, review assignments, sampling approach, and workflows in Rippit. Keep them aligned with current Lifeforce processes and policies.

• Run regular calibration sessions so scoring stays consistent across reviewers and CX leadership.

• Find and implement automation where it makes sense, such as AI-assisted scoring, risk-based sampling, automatic flagging, and automated reporting. Check automated results against human review before relying on them.

Diagnostics Program & Partner Management (about 40%)

• Own day-to-day relationships with our lab and phlebotomy partners.

• Track partner performance, raise issues, and drive them to resolution.

• Track the diagnostics metrics that shape the member experience, including redraw rate, turnaround time, requisition and order errors, and blood draw CSAT, and act when they drift.

• Run diagnostics error checks and the Clinical Redraw Tracker, and flag issues that affect members.

• Run a weekly review of partner trends and follow up on open items.

• Track diagnostics tech issues with Product and Engineering, and communicate to the team when fixes or changes go live.

• Support center teams and RNs at franchise partner locations when they run into diagnostics issues.

• Coordinate diagnostics support for special events and partner initiatives.

• Prepare and distribute weekly Quality and Diagnostics reporting for CX leadership.

Queue & Escalations (about 20%)

• Work the Zendesk queue directly across channels, including email, SMS, and phone, to stay close to members, systems, and workflows.

• Handle complex diagnostics escalations, and provide phone support across the queue, which will make up about half of this time.

• Serve as the go-to resource for the CX team on diagnostics workflows and unusual cases.

• Monitor Zendesk and diagnostics Slack channels for emerging issues and trends.

Documentation & Enablement

• Keep Guru, Help Center articles, macros, and Zendesk materials current, especially when QA findings point to a gap.

• Partner with CX leadership on new-hire quality readiness and ongoing up-training.

What Success Looks Like

In your first 90 days: get up to speed on Rippit and take over day-to-day QA reviews and scorecard feedback across all five teams. Set baseline scores, coverage, and team performance tracking, and run your first calibration cycle with CX leadership. Take over day-to-day management of our lab and phlebotomy partner relationships, and set a baseline on the core diagnostics metrics. Get weekly Quality and Diagnostics reporting running on a regular cadence.

In your first year: every CX team is reviewed on a consistent schedule, scoring is calibrated across reviewers, and a meaningful share of review volume is screened or sampled through automation, with accuracy checked against human review. QA findings are driving documentation, training, and process changes. Diagnostics partner issues are caught and escalated early, and redraw rate and turnaround time are trending in the right direction.