Quality Manager, Member Services

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.

We're looking for an experienced Quality Assurance Leader to elevate the performance, consistency, and member experience across our Member Services organization. This person will oversee the team responsible for auditing member interactions, driving operational quality standards, and ensuring every touchpoint reflects both regulatory excellence and the high-touch experience that defines OneImaging.

What you'll do:

• Ensure 100% adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint.
• Develop and refine quality scorecards that balance technical compliance (SLA accountability, funnel visibility) with the human side of care navigation.
• Lead regular calibration sessions with Operations Managers to ensure a unified vision of "quality" and facilitate the closing of feedback loops.
• Identify trends in member friction points-whether it's scheduling delays or insurance hurdles-and collaborate with Product and Training teams to solve them at the root.
• Build and manage a high-performing Quality team focused on ensuring agent compliance and service excellence within a high-growth, tech-enabled healthcare environment

About you:

• 5+ years in call center quality/compliance leadership, ideally within Digital Health, Health Insurance, or Tech-Enabled Services.
• Proven track record of managing high-volume quality audits and navigating complex regulatory landscapes
• Proficiency in analyzing funnel metrics and quality data to drive operational improvements.
• Experience with modern QA platforms (e.g., Playvox, MaestroQA) and CRM systems (Salesforce/Zendesk).
• Comfortable operating in ambiguity and helping build scalable processes within a high-growth startup environment.

The target base salary range for this position is $80,000 - $100,000. This position is also bonus eligible. Individual compensation will depend on various factors, including qualifications, skills, experience, location, and applicable laws. In addition to base salary, this role is eligible to participate in our equity incentive and competitive benefits plans.


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Equal Employment Opportunity:

OneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.

OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at View email address on click.appcast.io.