Field Quality Manager

It is an exciting time to be part of the PatientPoint team! As the clear leader in the point-of-care industry, we offer an ideal, people-focused place to innovate, positively impact patient education and doctor-patient connections, and be inspired to build a great career.
Location: Cincinnati, OH or Tampa, FL

Hybrid Schedule: 3 days in office / 2 days at home weekly

Job Summary 

We are seeking an organized and upbeat Manager to lead our Field Quality Team. This position is responsible for ensuring the Field Quality Team meets customer appointments on schedule and with a high level of quality.

What You’ll Do

• Manages a team of Field Quality Coordinators (FQCs) in a hybrid office environment
• Measures and tracks team KPIs via Salesforce dashboards, proactively addressing problems
• Participates in Field Quality team tasks such as dispatching, technician scheduling, invoicing, quality checks, and building technician relationships
• Enacts process changes and measures successful team adherence
• Enforces quality and customer service standards
• Resolves escalated quality and customer service problems, and performs root-cause analysis on recurring issues

What We Need

• Works well with others; is collaborative and compassionate
• Excellent verbal and written communication skills
• Effective organizational and analytical skills
• Proactive in identifying and solving problems
• Strong negotiation skills
• Flexible in a fast-pace and changing environment

Desired Qualifications

• Works well with others; is collaborative and compassionate
• Excellent verbal and written communication skills
• Effective organizational and analytical skills
• Proactive in identifying and solving problems
• Strong negotiation skills
• Flexible in a fast-pace and changing environment

What You'll Need to Succeed

• High school diploma (or equivalent). Bachelor’s degree a plus.
• 3-5 years of management experience
• 2-3 years of experience in a dispatching environment or other relevant work experience a plus
• 2-3 years of experience in customer service
• Experience working with a remote technician or contractor force a plus
• Salesforce experience a plus