Director of Quality and Continuous Improvement

🕒 Maio 5

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

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Sidecar Health

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2018

⚕️ Seguro de Saúde

Healthcare Insurance

A Sidecar Health é uma empresa de seguros de saúde que oferece seguro médico abrangente com preços transparentes e sem restrições de rede ou exigências de encaminhamento. Seu objetivo é dar aos funcionários o controle de sua saúde, proporcionando um orçamento claro para cuidados e permitindo que escolham qualquer médico, sem custos surpresa. Eles enfatizam o acesso a medicamentos prescritos sem limitações e a proteção para cuidados não planejados. A Sidecar Health também oferece preços transparentes e a opção de os membros economizarem dinheiro se encontrarem prestadores que cobrem menos do que o plano paga. Suas ofertas incluem planos de acesso individualizados e planos empresariais, garantindo que os membros sempre tenham a escolha de médicos qualificados.

Descrição

• Own the Quality evolution roadmap, including the transition from manual, sample-based evaluation to AI-powered scoring, automated coverage, and always-on quality insights • Leverage AI, speech analytics, and interaction data to surface actionable coaching and process improvement opportunities • Design and maintain quality scorecards, evaluation criteria, and calibration standards – leading calibration sessions to ensure consistency across evaluators • Perform deep-dive analysis on quality trends, complaints, and outliers, generating executive-level reports with actionable insights • Design feedback loops connecting quality insight to action – whether that’s coaching, training updates, documentation changes, workflow updates, or technology needs • Conduct structured root cause analysis on critical failures, escalations, and member complaint trends • Build business cases for improvement initiatives with clear ROI projections and measurable impact • Pilot and test new processes, workflows, and member interaction scripts before scaling; create and maintain SOPs and documentation standards • Partner with the Member Services leadership team to define and execute a multi-year Quality Assurance and Continuous Improvement strategy aligned to company growth objectives • Build, lead, and develop a team of QA analysts and continuous improvement practitioners including certification pathways, analyst development tracks, and Green/Black Belt mentorship • Represent operational excellence in cross-functional forums, present findings, risks, and recommendations to executive leadership • Champion a continuous improvement culture across Member Services, partnering with Operations, Technology, Product, Training, and Compliance on integrated initiatives • Ensure compliance with healthcare regulations (HIPAA, CMS, state requirements), partner with Legal and Compliance teams on audit readiness, and lead corrective action plans

🎯 Requisitos

• 8-10 years of progressive experience in process excellence, quality management, or operational improvement, with 3-5 years in leadership roles • Bachelor’s degree in business administration, Operations Management, Healthcare Administration, or related field • Demonstrated application of methodology in a contact center or healthcare services environment • Direct experience with quality monitoring, scorecards, contact center analytics, and coaching leaders with documented performance outcomes • Hands-on experience directing or implementing AI-powered quality tools, speech analytics platforms, or automated scoring systems • Demonstrated ability to translate quality analytics into business recommendations for executive audiences • Understanding of healthcare regulations: HIPAA, ACA, CMS, and state insurance compliance requirements • Strong executive presence with excellent facilitation, coaching, and communication skills across all organizational levels • Analytical mindset with experience in statistical analysis and converting data into actionable operational decisions • Bias toward action, rapid iteration, and an entrepreneurial approach to problem-solving.

🏖️ Benefícios

• Competitive salary, bonus opportunity, and equity package • Comprehensive Medical, Dental, and Vision benefits • A 401k retirement plan • Paid vacation and company holidays • Opportunity to make an impact at a rapidly growing mission-driven company transforming healthcare in the U.S.