QUALITY & TRAINING INCHARGE FOR ONLINE MEDICAL SOLUTION - RAIPUR , CHHATTISGARH
1 Nos.
132569
Full Time
2.0 Year(s) To 3.0 Year(s)
1.60 LPA TO 2.00 LPA
Medical/Healthcare/Hospital
B.Sc - Chemistry; B.Tech/B.E. - Chemical
Job Description:
A Quality & Training Incharge for an Online Medical Solution (Telehealth/Telemedicine) is responsible for ensuring that virtual patient consultations, support, and administrative processes adhere to high standards of care, regulatory compliance, and efficiency. They bridge the gap between technical functionality and clinical quality by training staff and auditing performance.
Here is a comprehensive job description based on industry standards for 2026.
Job Summary
The Quality & Training Incharge will develop, implement, and monitor quality assurance (QA) frameworks and training programs for all clinical and support staff operating on the online medical platform. This role ensures adherence to HIPAA or equivalent local data privacy laws, medical protocols, and service level agreements (SLAs), aiming for high patient satisfaction and consistent service delivery.
Key Responsibilities
1. Quality Assurance (QA) & Audit
- Audit Consultations: Review recordings/transcripts of video/audio consultations and chat logs to ensure medical accuracy, empathy, and adherence to protocols.
- Compliance Monitoring: Ensure strict compliance with telemedicine regulations, data privacy (HIPAA/GDPR), and internal Standard Operating Procedures (SOPs).
- Performance Metrics: Develop and monitor KPIs (e.g., First-Time Resolution, average handling time, quality score) and provide regular reports to leadership.
- Root Cause Analysis: Identify gaps in service, perform root cause analysis, and implement corrective and preventive actions (CAPA).
- Calibration Sessions: Conduct regular calibration sessions with team leaders to ensure consistent quality auditing standards.
2. Training & Development
- Onboarding: Develop and deliver onboarding and training programs for new staff on platform tools, medical protocols, and soft skills.
- Curriculum Development: Create training materials (scripts, roleplays, e-learning modules) on telehealth etiquette, CRM usage, and product knowledge.
- Refresher Training: Implement ongoing training to address performance gaps identified through audits.
- Coaching & Mentoring: Provide actionable feedback to staff to improve performance.
3. Operational Support
- System Knowledge: Act as a subject matter expert on the telemedicine platform's capabilities and technical requirements.
- Patient Feedback: Analyze patient feedback/complaints to drive service improvements.
- Stakeholder Management: Collaborate with product, technical, and medical teams to optimize user experience.
Desired Qualifications & Skills
- Education: Bachelor’s degree in Healthcare Administration, Nursing, Pharmacy, or a related field (or equivalent experience).
- Experience: 3–5 years in Quality Assurance and Training within a healthcare, BPO, or telehealth environment.
- Clinical Knowledge: Basic understanding of medical terminology and patient safety norms.
- Technical Proficiency: Strong knowledge of CRM platforms, LMS (Learning Management Systems), and virtual consultation tools (e.g., Zoom, dedicated telemedicine apps).
- Key Competencies: Excellent coaching and feedback skills, strong analytical thinking, meticulous attention to detail, and good verbal/written communication.
Performance Indicators (KPIs)
- Quality Audit Scores (Call/Chat/Video)
- Compliance Rate (HIPAA/Internal Audits)
- Patient Satisfaction Score (CSAT)
- Training Effectiveness Score (Pre/Post-test results)
- Speed of Proficiency for New Hires
Key Differences from Traditional Role
- Focus on Virtual Etiquette: Training focuses on communication through screens rather than in-person interaction.
- Data Privacy Focus: High emphasis on technical and physical security of patient health information (PHI).
- Technical Troubleshooting: Quality check includes ensuring the technology functioned correctly during the interaction.
JOB APPLY
http://jobs.vinayakjob.com
CONTACT DETAILS -
Name - ANJALI
Number - 95034 51559
Company Profile
Health Potli is reputed online medicine provider.
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