Quality & Training Manager, Member Services

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam. We're looking for an experienced Quality & Training Leader to elevate the performance, consistency, and member experience across our Member Services organization. This expanded role combines Quality Assurance leadership with the development and delivery of a best-in-class Training function — ensuring every agent is equipped, compliant, and empowered to deliver the high-touch experience that defines OneImaging. You will oversee the team responsible for auditing member interactions, building and running training programs, driving operational quality standards, and ensuring every touchpoint reflects both regulatory excellence and compassionate care navigation specific to radiology and medical imaging workflows. What you'll do: Quality Assurance Drive and maintain consistent adherence to clinical protocols, insurance verification accuracy, and HIPAA privacy standards during every member touchpoint — with particular focus on radiology-specific workflows (prior authorizations, imaging orders, scheduling). Develop and refine quality scorecards and call auditing frameworks that balance technical compliance (SLA accountability, funnel visibility) with the human side of radiology care navigation. Lead regular calibration sessions with Operations leadership to maintain a unified vision of quality and close performance feedback loops efficiently. Identify trends in member friction points — scheduling delays, insurance hurdles, imaging center coordination issues, member objections — and collaborate with Product and Training teams to solve them at the root. Build, develop and lead a high-performing QA team focused on agent compliance and service excellence within a high-growth, tech-enabled healthcare environment. Training & Development Design, build, and own the end-to-end training program for Member Services agents — covering onboarding, radiology domain knowledge, care navigation, compliance (HIPAA, insurance verification), and CRM/platform proficiency. Develop role-specific training curricula for radiology-specific scenarios including imaging referrals, prior authorization workflows, provider network navigation, patient care navigation, and patient cost transparency conversations. Guide the creation and maintain a library of training materials, including e-learning modules, job aids, call guides, and scenario-based role-play exercises tailored to radiology member interactions. Leverage QA findings to create a continuous feedback loop: translate audit insights and scorecard trends directly into targeted coaching and refresher training programs. Establish and track training effectiveness metrics — knowledge assessments, post-training performance lift, time-to-proficiency — and iterate based on results. Lead new hire onboarding experiences that reduce ramp time while instilling the OneImaging member-first culture and radiology literacy from day one. Facilitate live training sessions, workshops, and calibration exercises; coach team leads and supervisors on reinforcing training in day-to-day operations. Cross-Functional Leadership Partner with Operations, Product, and Clinical teams to stay current on radiology protocol changes, network updates, and regulatory shifts that require agent retraining. Act as the internal subject matter expert on member-facing quality and training standards, representing the function in leader