Overview
Quality Complaints Associate Jobs in Newbury Park, CA at TechTrueUP
About us
LifeMD is a leader in virtual primary care, headquartered in NYC, and we’re redefining how healthcare meets technology. Our vertically integrated digital care platform powers telemedicine, laboratory services, and pharmacy solutions, serving over 200 conditions across all 50 states.
Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company—it’s a tech company revolutionizing healthcare.
About the role
The Patient Experience, QA Analyst role will be focused on enhancing and optimizing the virtual care experience for LifeMD patients. This role focuses on designing a seamless patient journey for our telehealth platform, while ensuring quality assurance (QA) in the digital platform patients use. The ideal candidate will work cross-functionally with operations, IT, marketing, and clinical operations to improve engagement, accessibility, and overall satisfaction in patient facing interactions. In addition, this role will be responsible for providing insight through advanced analysis and distribution of patient experience data to educate teams on patient experience best practices and to support improvement initiatives.
Key Responsibilities
Patient Journey Design & Optimization:
Map and analyze the end-to-end virtual care experience, identifying pain points and opportunities for improvement
Collaborate with clinical, IT, and operational teams to enhance patient workflows, including appointment scheduling, video visits, patient education, and follow-up
Develop and implement strategies to increase patient engagement and satisfaction at LifeMD
Gather and analyze patient feedback to refine their experience and improve accessibility
Compile, edit, analyze and report on patient experience data relating to LifeMD programs or activities
Manage the collection, reporting, and dissemination of patient experience surveys
Train and develop leaders and staff on processes and tools used to measure the patient experience
Serve as a patient experience subject matter expert providing guidance, direction, and training regarding patient experience improvement strategies and tactics
Digital Experience & Quality Assurance (QA):
Partner with IT teams to test and validate patient-facing digital solutions (e.g., telehealth platforms, mobile apps, patient portals)
Conduct usability testing to ensure a smooth, intuitive, and accessible telehealth experience
Identify and escalate system issues, bugs, or barriers that negatively impact virtual patient care
Collaborate with UI/UX teams to improve the design, navigation, and accessibility of telehealth platforms
Develop and track key performance indicators (KPIs) related to patient experience, and system performance
Collaboration & Continuous Improvement:
Serve as a liaison between patient experience, IT, and clinical teams to align digital solutions with patient needs
Provide insights on workflow improvements to reduce friction for both patients and providers
Requirements
Education: Bachelor’s Degree
Experience: 3+ years of experience in a healthcare setting, supporting patient experience and data analytics
Excellent attention to detail
Passion for driving high quality patient experiences
Benefits
Salary Range: $100,000-$125,000
Health Care Plan (Medical, Dental & Vision)
Retirement Plan (401k, IRA)
Life Insurance (Basic, Voluntary & AD&D)
Unlimited PTO Policy
Paid Holidays
Short Term & Long Term Disability
Training & Development
Title: Quality Complaints Associate
Company: TechTrueUP
Location: Newbury Park, CA
