Talkiatry transforms psychiatry with accessible, human, and responsible care.
We’re a national mental health practice co-founded by a patient and a triple-board-certified psychiatrist to solve the problems both groups face in accessing and providing the highest quality treatment.
60% of adults in the U.S. with a diagnosable mental illness go untreated every year because care is inaccessible, while 45% of clinicians are out of network with insurers because reimbursement rates are low and paperwork is unduly burdensome. With innovative technology and a human-centered philosophy, we provide patients with the care they need—and allow psychiatrists to focus on why they got into medicine.
We are seeking a Performance Coach for our Quality Assurance Team who is hands-on, process and results oriented, and has a passion for people. In this exciting role you will motivate and coach our Patient Care Coordination teams to provide unparalleled support for our patients and providers.
As a QA Performance Coach, your primary responsibility is to monitor and measure the quality of inbound/outbound calls, workflows, emails, and texts of the PCC agents. You will motivate and coach agents to improve performance, while tracking and documenting quality sessions and performance trends.
You will:
COACH, INSPIRE and MOTIVATE team members through feedback that adds value to their personal and professional development.
MONITOR AND MEASURE the quality and process adherence of inbound/outbound calls, workflows, emails, texts and any other method of patient and provider interactions.
DEVELOP and maintain a call library with quality resources available to all Agents and Managers that can be accessed anytime.
REPORT weekly and monthly quality score results. Coach outcomes to QA Management and PCC Managers and Leads.
PROVIDE DETAILED FEEDBACK to leaders and make performance-related recommendations. Identify concerns and trends necessary to ensure quality performance.
FACILITATE and document coaching sessions with agents on overall performance.
EMBRACE changing processes and procedures while supporting PCC’s to be successful in an environment of constant change and evolution designed to improve the patient experience.
MAINTAIN CONFIDENTIAL patient and employee records.
PERFORM miscellaneous job-related duties as assigned.
You have:
Two+ years of experience in Quality Assurance related to monitoring and coaching for performance in a call center environment.
Experience with detailed auditing across multiple channels and workflows.
Previous experience with providing feedback to leaders, identifying trends, and making recommendations.
Comfortable motivating and developing top performers while holding agents to minimum performance and process standards.
Demonstrate ability in organizing and creating resources.
Previous experience working in a fast paced or start-up environment is a plus.
Exceptional written and oral communication skills.
Why Talkiatry:
Top-notch team: we’re a diverse, experienced group motivated to make a difference in mental health care
Collaborative environment: be part of building something from the ground up at a fast-paced startup
Flexible location: work where you want to, either remotely across the U.S. or from our HQ in NYC
Excellent benefits: health insurance 100% coverage on day one, 401k with match, generous PTO plus paid holidays, paid parental leave, and more!
Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands
It all comes back to care: we’re a mental health company, and we put our team’s well-being first
Compensation range for this position is between $50K and $55K annually, depending on experience; actual compensation will be dependent upon the specific role, location, as well as the individual’s qualifications, experience, skills and certifications.