{"id":2560911,"url":"https://alion.io/job/lifeforce-cx-lead-diagnostics-quality","title":"CX Lead, Diagnostics & Quality","company":{"id":112977,"name":"Lifeforce","domain":"lifeforce.agency","url":"https://alion.io/company/lifeforce","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Science & Research","role_family":"Science & Research","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":85000,"currency":"USD","period":"year","gross":null,"usd_annual":85000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-14T17:20:25Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-18T02:33:18Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Lifeforce\nWe are in the early stages of a generational shift in how people approach their health. No longer satisfied with the reactive, fragmented care offered by the traditional healthcare system, millions of people are taking a more proactive approach. They want to understand how their bodies work, take control of how they feel and perform, and invest in living longer, healthier lives. Lifeforce is leading this shift as the world's largest longevity medicine program.\nFounded alongside clinical and scientific leaders from Cleveland Clinic, Massachusetts General Hospital, and Harvard Medical School, Lifeforce brings together the diagnostics, expertise, and treatments people need to understand and optimize their health, both today and for decades to come. Our comprehensive program combines advanced diagnostics, expert clinicians, dedicated health coaches, and personalized supplement, pharmaceutical, and lifestyle protocols. All delivered from home, at the price of a gym membership.\nRole Overview\nLifeforce is hiring a CX Lead, Diagnostics & Quality. This is a hybrid role with two main jobs. You'll own quality assurance for the entire CX team, and you'll lead the diagnostics program, including our lab, phlebotomy, and requisition partners. You'll also stay hands-on in the queue, working tickets and handling escalations.\nOn the quality side, you'll own the CX QA program in Rippit (formerly MaestroQA) across every team that handles member contacts in Zendesk by email, SMS, and phone: Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX. Clinical CX handles clinically related requests that don't need a licensed clinician, such as dosing logistics and follow-up after telehealth visits, and hands off to our internal RN and clinical teams when a clinician is needed. The program is in place today. You'll run it day to day: auditing interactions yourself, giving agents feedback through scorecards, and tracking how each team is performing. You'll also make the program better, with broader coverage through automation, sharper reporting, and feedback that changes how the team works.\nOn the diagnostics side, you'll manage our relationships with lab, phlebotomy, and related partners. You'll find issues, escalate them through the right partner, and follow them through to resolution. As Lifeforce opens physical centers through franchise partners, you'll also help unblock center teams when they run into diagnostics issues. The RNs at each center are the primary point of contact, and you'll back them up.\nThis is an individual contributor role reporting to the Customer Experience Manager. You'll work closely with CX leadership, Diagnostics, Clinical Operations, the internal RN team, and our partners.\nKey Responsibilities\nQuality Assurance (about 40%)\nConducting QA\nAudit member interactions every week across Diagnostics Operations, Rx Operations, Billing, General Support, and Clinical CX, covering email, SMS, and phone. Score them in Rippit against our CX scorecards.\n\nGive each agent feedback through completed scorecards, with specific examples of what went well and what to change.\n\nScore for accuracy, communication, empathy, ownership, documentation, and policy adherence. For Clinical CX, also check whether contacts that need a clinician are triaged and handed off to the RN or clinical team correctly.\n\nMeet review coverage targets by agent and team so everyone is reviewed on a consistent schedule.\n\nEscalate critical errors and member-impacting issues to CX leadership right away.\n\nPartner with the CX Manager on individual and team coaching, using QA results and examples from reviews.\n\nTracking performance\nTrack QA performance by agent, team, and channel. Report results and trends to CX leadership on a regular cadence.\n\nAnalyze QA results alongside CSAT to spot recurring knowledge, process, and compliance gaps. Separate individual performance issues from training, documentation, tooling, or process gaps.\n\nImproving the program\nOwn the CX scorecards, rubrics, review assignments, sampling approach, and workflows in Rippit. Keep them aligned with current Lifeforce processes and policies.\n\nRun regular calibration sessions so scoring stays consistent across reviewers and CX leadership.\n\nFind and implement automation where it makes sense, such as AI-assisted scoring, risk-based sampling, automatic flagging, and automated reporting. Check automated results against human review before relying on them.\n\nDiagnostics Program & Partner Management (about 40%)\nOwn day-to-day relationships with our lab and phlebotomy partners.\n\nTrack partner performance, raise issues, and drive them to resolution.\n\nTrack the diagnostics metrics that shape the member experience, including redraw rate, turnaround time, requisition and order errors, and blood draw CSAT, and act when they drift.\n\nRun diagnostics error checks and the Clinical Redraw Tracker, and flag issues that affect members.\n\nRun a weekly review of partner trends and follow up on open items.\n\nTrack diagnostics tech issues with Product and Engineering, and communicate to the team when fixes or changes go live.\n\nSupport center teams and RNs at franchise partner locations when they run into diagnostics issues.\n\nCoordinate diagnostics support for special events and partner initiatives.\n\nPrepare and distribute weekly Quality and Diagnostics reporting for CX leadership.\n\nQueue & Escalations (about 20%)\nWork the Zendesk queue directly across channels, including email, SMS, and phone, to stay close to members, systems, and workflows.\n\nHandle complex diagnostics escalations, and provide phone support across the queue, which will make up about half of this time.\n\nServe as the go-to resource for the CX team on diagnostics workflows and unusual cases.\n\nMonitor Zendesk and diagnostics Slack channels for emerging issues and trends.\n\nDocumentation & Enablement\nKeep Guru, Help Center articles, macros, and Zendesk materials current, especially when QA findings point to a gap.\n\nPartner with CX leadership on new-hire quality readiness and ongoing up-training.\n\nWhat Success Looks Like\nIn your first 90 days: get up to speed on Rippit and take over day-to-day QA reviews and scorecard feedback across all five teams. Set baseline scores, coverage, and team performance tracking, and run your first calibration cycle with CX leadership. Take over day-to-day management of our lab and phlebotomy partner relationships, and set a baseline on the core diagnostics metrics. Get weekly Quality and Diagnostics reporting running on a regular cadence.\nIn your first year: every CX team is reviewed on a consistent schedule, scoring is calibrated across reviewers, and a meaningful share of review volume is screened or sampled through automation, with accuracy checked against human review. QA findings are driving documentation, training, and process changes. Diagnostics partner issues are caught and escalated early, and redraw rate and turnaround time are trending in the right direction.\nQualifications\nRequired\n3-5 years of customer support or CX experience, including time in a lead, QA, or senior agent role.\n\nHands-on experience running or contributing to a QA program, including rubric-based scoring, calibration, and giving feedback.\n\nExperience managing vendor or partner relationships, including escalating issues and following them through.\n\nComfortable communicating verbally by phone and video with internal teams, external partners, and members as a regular part of the role.\n\nStrong Zendesk experience across email, SMS, and phone.\n\nComfortable with data: tracking metrics, building reports, spotting trends, and explaining what they mean.\n\nClear written and verbal communication with internal teams and external partners, including delivering direct, constructive feedback.\n\nOrganized and able to balance scheduled QA work, partner follow-up, and queue work in the same week.\n\nSelf-directed and effective in a fully remote environment.\n\nPreferred\nExperience in healthcare, diagnostics, telehealth, or lab services.\n\nExperience with Rippit, MaestroQA, or a similar QA platform, including setting up scorecards and reporting.\n\nExperience using automation or AI tools in a QA workflow.\n\nFamiliarity with lab ordering, requisitions, or mobile phlebotomy.\n\nExperience with Guru, Slack, and an order management system.\n\nTraits for Success\nPairs every finding with a recommendation.\n\nGives direct, specific feedback that peers take seriously, without formal authority.\n\nCan tell when a problem is a person, a process, or a partner, and treats each one differently.\n\nPersistent with partners and comfortable following up until an issue is actually closed.\n\nKeeps the member experience in view in every review and escalation.\n\nComfortable in a fast-moving, high-growth environment where products and processes keep changing.\n\nWhat We Offer\nRemote working environment\n\nCompany-provided computer and other required equipment\n\nGenerous benefits package including Healthcare, Dental, Vision, and Life Insurance\n\nComplimentary Lifeforce Membership for Full Time Employees","description_format":"text","description_chars":9108,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Gym membership","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Primary Care & Medical Centers","Public Health & Prevention"],"lifecycle":[{"event":"open","at":"2026-10-14T20:35:26Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":26,"reasons":["conf:1","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":85000,"is_top_pay":false},"html_url":"https://alion.io/job/lifeforce-cx-lead-diagnostics-quality","json_url":"https://alion.io/job/lifeforce-cx-lead-diagnostics-quality.json","meta":{"generated_at":"2026-10-18T03:04:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4845,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":112977},"rest":"https://alion.io/mcp/rest/get_company?id=112977"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Flifeforce-cx-lead-diagnostics-quality"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Flifeforce-cx-lead-diagnostics-quality"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Flifeforce-cx-lead-diagnostics-quality"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/lifeforce-cx-lead-diagnostics-quality\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Flifeforce-cx-lead-diagnostics-quality"}]}