About Lifeforce

We 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.

Founded 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.

Lifeforce 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.

On 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.

On 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.

This 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.

Quality Assurance (about 40%)

Conducting QA

Audit 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.

Give each agent feedback through completed scorecards, with specific examples of what went well and what to change.

Score 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.

Meet review coverage targets by agent and team so everyone is reviewed on a consistent schedule.

Escalate critical errors and member-impacting issues to CX leadership right away.

Partner with the CX Manager on individual and team coaching, using QA results and examples from reviews.

Tracking performance

Track QA performance by agent, team, and channel. Report results and trends to CX leadership on a regular cadence.

Analyze QA results alongside CSAT to spot recurring knowledge, process, and compliance gaps. Separate individual performance issues from training, documentation, tooling, or process gaps.

Improving the program

Own the CX scorecards, rubrics, review assignments, sampling approach, and workflows in Rippit. Keep them aligned with current Lifeforce processes and policies.

Run regular calibration sessions so scoring stays consistent across reviewers and CX leadership.

Find 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.

Diagnostics Program & Partner Management (about 40%)

Own day-to-day relationships with our lab and phlebotomy partners.

Track partner performance, raise issues, and drive them to resolution.

Track 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.

Run diagnostics error checks and the Clinical Redraw Tracker, and flag issues that affect members.

Run a weekly review of partner trends and follow up on open items.

Track diagnostics tech issues with Product and Engineering, and communicate to the team when fixes or changes go live.

Support center teams and RNs at franchise partner locations when they run into diagnostics issues.

Coordinate diagnostics support for special events and partner initiatives.

Prepare and distribute weekly Quality and Diagnostics reporting for CX leadership.

Queue & Escalations (about 20%)

Work the Zendesk queue directly across channels, including email, SMS, and phone, to stay close to members, systems, and workflows.

Handle complex diagnostics escalations, and provide phone support across the queue, which will make up about half of this time.

Serve as the go-to resource for the CX team on diagnostics workflows and unusual cases.

Monitor Zendesk and diagnostics Slack channels for emerging issues and trends.

Documentation & Enablement

Keep Guru, Help Center articles, macros, and Zendesk materials current, especially when QA findings point to a gap.

Partner with CX leadership on new-hire quality readiness and ongoing up-training.

We are committed to fostering a diverse and inclusive workplace and encourage candidates from all backgrounds to apply.

Please note that job scams are on the rise. If you are contacted for this role, it will be from a team member with an email address domain of @mylifeforce.com. Our company does not use Microsoft Teams and will never ask you to disclose your banking information.

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