Description
The Director of Quality leads the design, implementation, and continuous improvement of the quality management system (QMS) for a rapidly scaling telehealth organization. This role ensures delivery of safe, effective, and compliant patient care across all clinical programs and services. The Director partners cross-functionally with clinical leadership, product, technology, compliance, and operations to embed quality and performance excellence into the company’s culture and services.
This is a REMOTE position
Quality Strategy & Leadership
- Develop and execute a company-wide quality strategy aligned with clinical, operational, and regulatory goals.
- Lead the Quality department, including Quality Assurance (QA), Quality Improvement (QI), and Clinical Risk functions.
- Serve as the subject matter expert on telehealth quality standards, evidence-based practices, and virtual care delivery optimization.
Performance Improvement
- Lead enterprise-level quality improvement initiatives using data-driven methodologies (e.g., Lean, Six Sigma, PDSA).
- Develop and monitor key quality indicators (KPIs), benchmarks, and dashboards across clinical operations.
- Identify, track, and resolve gaps in care, service delivery, or provider performance.
Compliance & Accreditation
- Ensure ongoing compliance with relevant federal/state healthcare regulations (e.g., CMS, HIPAA, NCQA, URAC, Joint Commission).
- Oversee readiness and successful completion of accreditation audits and regulatory inspections.
- Implement policies, audits, and training to maintain clinical and operational excellence.
Incident & Risk Management
- Establish processes for patient safety event reporting, investigation, and corrective action.
- Collaborate with legal and compliance to manage clinical risk and liability issues.
- Promote a just culture that supports learning from errors and near misses.
Cross-Functional Collaboration
- Partner with clinical leadership to optimize provider credentialing, documentation standards, and peer review processes.
- Work with product and engineering teams to integrate quality checks into virtual care platforms and workflows.
- Liaise with customer success, marketing, and executive leadership to elevate patient satisfaction and brand trust.
Other duties as assigned
Requirements
- Master’s Degree Healthcare Administration, or related field.
- 8–10+ years of healthcare quality management experience, with at least 3 years in digital health, telehealth, or multi-site care delivery.
- Strong knowledge of healthcare regulations, clinical operations, accreditation, and quality frameworks.
- Experience leading quality programs at scale in a fast-paced, technology-driven environment.
- Certified Professional in Healthcare Quality (CPHQ) or similar credential strongly preferred.
- Excellent analytical, communication, leadership, and project management skills.
Preferred Skills:
- Deep understanding of virtual care delivery models and associated clinical risks.
- Comfort navigating ambiguity in a high-growth, startup or scale-up environment.
- Passionate about improving patient outcomes through innovation and operational excellence.
