CX Lead, Diagnostics & Quality

Role Overview

Lifeforce is hiring a CX Lead, Diagnostics & Quality. This is a hybrid role with two main jobs. You'll own quality assurance for the entire CX team, and you'll lead the diagnostics program, including our lab, phlebotomy, and requisition partners. You'll also stay hands-on in the queue, working tickets and handling escalations.

On the quality side, you'll own the CX QA program in Rippit (formerly MaestroQA) across every team that handles member contacts in Zendesk by email, SMS, and phone: Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX. Clinical CX handles clinically related requests that don't need a licensed clinician, such as dosing logistics and follow-up after telehealth visits, and hands off to our internal RN and clinical teams when a clinician is needed. The program is in place today. You'll run it day to day: auditing interactions yourself, giving agents feedback through scorecards, and tracking how each team is performing. You'll also make the program better, with broader coverage through automation, sharper reporting, and feedback that changes how the team works.

On the diagnostics side, you'll manage our relationships with lab, phlebotomy, and related partners. You'll find issues, escalate them through the right partner, and follow them through to resolution. As Lifeforce opens physical centers through franchise partners, you'll also help unblock center teams when they run into diagnostics issues. The RNs at each center are the primary point of contact, and you'll back them up.

This is an individual contributor role reporting to the Customer Experience Manager. You'll work closely with CX leadership, Diagnostics, Clinical Operations, the internal RN team, and our partners.

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 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.

Qualifications

Required

3–5 years of customer support or CX experience, including time in a lead, QA, or senior agent role.

Hands-on experience running or contributing to a QA program, including rubric-based scoring, calibration, and giving feedback.

Experience managing vendor or partner relationships, including escalating issues and following them through.

Comfortable communicating verbally by phone and video with internal teams, external partners, and members as a regular part of the role. 

Strong Zendesk experience across email, SMS, and phone.

Comfortable with data: tracking metrics, building reports, spotting trends, and explaining what they mean.

Clear written and verbal communication with internal teams and external partners, including delivering direct, constructive feedback.

Organized and able to balance scheduled QA work, partner follow-up, and queue work in the same week.

Self-directed and effective in a fully remote environment.

Preferred

Experience in healthcare, diagnostics, telehealth, or lab services.

Experience with Rippit, MaestroQA, or a similar QA platform, including setting up scorecards and reporting.

Experience using automation or AI tools in a QA workflow.

Familiarity with lab ordering, requisitions, or mobile phlebotomy.

Experience with Guru, Slack, and an order management system.

Traits for Success

Pairs every finding with a recommendation.

Gives direct, specific feedback that peers take seriously, without formal authority.

Can tell when a problem is a person, a process, or a partner, and treats each one differently.

Persistent with partners and comfortable following up until an issue is actually closed.

Keeps the member experience in view in every review and escalation.

Comfortable in a fast-moving, high-growth environment where products and processes keep changing.

What We Offer

Remote working environment

Company-provided computer and other required equipment

Generous benefits package including Healthcare, Dental, Vision, and Life Insurance

Complimentary Lifeforce Membership for Full Time Employees