Senior Manager, Quality

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the measurement and management of care quality throughout the organization.

• Establish quality and performance standards aimed at delivering an exceptional patient experience.

• Instrument, assess, and report metrics across applicable systems.

• Develop, document, and implement Standard Operating Procedures (SOPs) to standardize quality processes across various teams.

• Extract insights from data analytics to shape operational and product roadmaps.

• Conduct ongoing quality monitoring for all positions within Clinical Operations.

• Present weekly findings to leadership, accompanied by clear recommendations for enhancements.

• Create rubrics, examples, and calibration processes to ensure consistent feedback.

• Work alongside the Head of Clinical Operations to incorporate quality standards into hiring, onboarding, training, and statements of work.

• Collaborate with Product and Tech teams to integrate quality into clinical and operational workflows.

• Document recurring quality issues and formulate data-driven product requirements for the roadmap.

• Extract data, develop rubrics, generate reports, and interpret quality metrics.

• Report directly to the Head of Clinical Operations.

⛳️ Requirements

• Bachelor’s degree or equivalent practical experience in analytical operations.

• Over 5 years of experience in consulting, healthcare quality operations, or operations analytics.

• At least 2 years of experience owning a metric at a leadership level.

• Strong hands-on analytical abilities, including proficiency in SQL, BI tools like Metabase, and data modeling.

• Proven experience in rigorously defining and defending metrics, encompassing numerators, denominators, exclusions, and sources of truth.

• Experience in developing or managing a documented performance management or quality assurance process.

• Demonstrated ability to effectively partner with product or engineering teams to address operational issues at their source.

• Clear and concise writing skills, including the capability to create a one-page rubric without using adjectives.

• Working knowledge of HIPAA and standards for patient data privacy.

• Preferred: experience in healthcare services, care coordination, patient navigation, or payer operations.

• Preferred: familiarity with Medicare or Medicare Advantage.

• Preferred: experience in early-stage or startup environments, especially Series A/B.

• Preferred: proficiency in AI tools.

• Preferred: experience mentoring or coaching analysts or managing small teams.

🏝️ Benefits

• High equity.

• Remote position.

• Distributed team environment.

• Equal opportunity employer dedicated to diversity and inclusion.