Director of Quality and Continuous Improvement

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🇺🇸 Vereinigte Staaten – Remote

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Sidecar Health

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

Gegründet 2018

⚕️ Krankenversicherung

Healthcare Insurance

Sidecar Health ist ein Krankenversicherungsunternehmen, das umfassende medizinische Versicherungen mit transparenten Preisen und ohne Netzwerkbeschränkungen oder Überweisungsanforderungen anbietet. Ihr Ziel ist es, den Mitarbeitern die Kontrolle über ihre Gesundheitsversorgung zu geben, indem sie ihnen ein klares Budget für die Pflege geben und es ihnen ermöglichen, jeden Arzt ohne überraschende Kosten zu wählen. Sie legen Wert auf den Zugang zu verschreibungspflichtigen Medikamenten ohne Einschränkungen und den Schutz für nicht geplante Pflege. Sidecar Health bietet auch transparente Preisgestaltung und die Möglichkeit für Mitglieder, Geld zu sparen, wenn sie Anbieter finden, die weniger berechnen als ihre Versicherung zahlt. Zu ihren Angeboten gehören individuelle Zugangspläne und Arbeitgeberpläne, die sicherstellen, dass Mitglieder immer die Wahl zwischen qualifizierten Ärzten haben.

Beschreibung

• 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

🎯 Anforderungen

• 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.

🏖️ Vorteile

• 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.