SUMMARY:

NanoKnee is seeking a Customer Service & Quality Assurance Specialist to support our mission of delivering exceptional outpatient joint replacement care.

POSITION OVERVIEW

The Customer Service and Quality Assurance Specialist is responsible for ensuring high-quality patient experiences, accurate data management, and compliance with NanoKnee’s protocols. This role bridges communication between patients, medical imaging facilities, and internal management while providing critical reporting and insights to guide operational decisions.

QUALIFICATIONS

• Bachelor’s degree preferred, or equivalent experience in customer service, healthcare operations, or quality assurance.
• Strong communication skills, both written and verbal.
• Experience with CRM software.
• Highly organized with strong attention to detail.
• Ability to analyze data, identify trends, and provide clear reporting.
• Comfortable engaging with patients, providers, and external partners.

IN THIS ROLE, YOU WILL:

✅ Onboard and monitor approved imaging facilities across the U.S.
✅ Keep our CRM (LeadLoop) pipeline accurate and up to date.
✅ Provide management with meaningful reports on marketing effectiveness.
✅ Conduct quality assurance calls with patients and deliver insights on their experiences.

KEY RESPONSIBILITIES

• Approved Imaging Facility Onboarding & Monitoring
• Manage relationships with approved imaging facilities nationwide.
• Facilitate onboarding of new imaging partners to NanoKnee’s network.
• Ensure compliance with NanoKnee imaging protocols through proactive communication and monitoring.
• Data Validation & CRM Reporting (LeadLoop)
• Maintain accuracy of LeadLoop pipeline stages
• Run comparison reports between NanoKnee’s Data System and CRM reports.
• Update leads in LeadLoop to reflect accurate progress.
• Provide management with reporting metrics to track marketing effectiveness and operational success.
• Quality Assurance Calls
• Conduct post-consultation calls with patients at remote NanoKnee clinics.
• Gather feedback on patient experiences with NanoKnee providers.
• Compile reports and provide actionable insights to management.