Senior Manager, Quality
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Job Description
Senior Manager, Quality measuring care quality across Dearest Care’s healthcare navigation platform. Building metrics, QA systems, and workflow improvements for Medicare patient advocacy.
Responsibilities:
- Own measurement and management of care quality across the organization
- Define quality and performance standards focused on delivering a standout patient experience
- Instrument, measure, and report metrics across relevant systems
- Develop, document, and implement SOPs to standardize quality processes across teams
- Surface insights from data analytics to inform operational and product roadmaps
- Run continuous quality monitoring for all roles within Clinical Operations
- Report weekly findings to leadership with clear recommendations for improvement
- Create rubrics, examples, and calibration processes for consistent feedback
- Collaborate with the Head of Clinical Operations to integrate quality standards into hiring, onboarding, training, and statements of work
- Partner with Product and Tech to embed quality into clinical and operational workflows
- Document recurring quality issues and create data-backed product requirements for the roadmap
- Extract data, develop rubrics, deliver reports, and interpret quality metrics
- Report to the Head of Clinical Operations
Requirements:
- Bachelor’s degree or equivalent practical experience in analytical operations
- 5+ years in consulting, healthcare quality operations, or ops analytics
- 2+ years owning a metric at the leadership level
- Strong hands-on analytical skills, including SQL, BI tools such as Metabase, and data modeling
- Experience rigorously defining and defending metrics, including numerators, denominators, exclusions, and sources of truth
- Experience building or running a documented performance management or QA process
- Evidence of effective partnership with product or engineering to address operational issues at their root
- Clear, concise writing skills, including the ability to produce a one-page rubric with no adjectives
- Working knowledge of HIPAA and patient data privacy standards
- Preferred: experience in healthcare services, care coordination, patient navigation, or payer operations
- Preferred: familiarity with Medicare or Medicare Advantage
- Preferred: early-stage or startup experience, particularly 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 committed to diversity and inclusion
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