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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in clinical operations and quality management, with a focus on developing and implementing performance management systems, staffing models, and quality metrics. Proficient in leveraging data analytics and AI-driven improvements to enhance patient experience and operational efficiency.
Highest-signal resume keywords
Clinical Operations ManagementQuality Assurance ProgramsSQL ProficiencyPerformance Management SystemsHIPAA Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Clinical Quality MetricsData AnalysisCare CoordinationPerformance ManagementQuality MonitoringSOP DevelopmentKPI ReportingAI-Driven ImprovementsStaffing ModelsClinical Documentation
Soft Skills
Clear CommunicationConcise WritingPrioritizationTeam LeadershipStakeholder Engagement
Tools & Technologies
BI ToolsMetabase
Certifications & Qualifications
RN License
Industry Keywords
Healthcare QualityPatient ExperienceCare DeliveryTelehealthMedicare Programs
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Own clinical quality end to end, with a 10-star patient experience as the standard
- Define quality and patient-experience metrics, including measurement methodology, exclusions, and data sources
- Run continuous quality monitoring across clinical roles and provide weekly findings and recommendations
- Build and maintain coaching systems, rubrics, worked examples, and calibration processes
- Lead advocates, nurses, and care coordinators through team leads, including hiring, onboarding, performance management, and development
- Own staffing models, capacity, caseloads, service levels, and productivity
- Run weekly scorecards, monthly operating reviews, and quarterly target-setting
- Partner with Product and Engineering to embed quality standards into workflows
- Convert recurring quality issues into product requirements
- Drive AI use in call quality assurance, summarization, documentation, and follow-up
- Develop, document, and enforce SOPs for standardized care delivery
- Oversee clinical documentation, care plans, consent, and time tracking for reimbursable programs
- Partner with RCM on clean claims
- Maintain HIPAA and patient-privacy practices
- Partner with the Medical Director on escalation and clinical-judgment protocols
- Monitor patient touchpoints and resolve dropped calls, delayed follow-ups, and missed handoffs
- Design handoffs among advocates, nurses, and physicians
- Instrument and report clinical and quality KPIs across systems of record
- Provide insights to Operations, Product, leadership, and the board
Requirements
What you’ll need- 5+ years in clinical operations, care delivery, or healthcare quality
- 3+ years leading managers or team leads
- Direct experience managing high-volume care operations, including staffing, caseloads, service levels, and QA programs
- Proven ability to build quality or performance-management systems from scratch, including standards, rubrics, calibration, and escalation
- Proficiency with SQL or equivalent and BI tools such as Metabase
- Comfortable working with complex, messy datasets
- Ability and willingness to adopt AI-driven operational improvements
- Experience partnering with Product or Engineering to address operational challenges
- Knowledge of HIPAA and clinical documentation requirements
- Strong, concise writing skills
- Ability to prioritize in fast-paced, high-ambiguity environments
- Clear communication with diverse stakeholders
- Bonus: RN or other clinical license, or experience in care coordination, care management, or patient navigation
- Bonus: Experience with Medicare, Medicare Advantage, CCM, PIN, or BHI programs
- Bonus: Experience at a Series A–C telehealth or tech-enabled care company
- Bonus: Experience running care-team or contact-center operations for older adults
Benefits
Comp & perks- Competitive salary + high equity
- Fully remote work
- Leadership team meetings in San Francisco 1–2x per month
- Full operational ownership and decision rights
- Opportunity to shape AI and product development in healthcare delivery
- Patient-first mission and impact-driven culture
- Distributed team primarily in the Americas time zones
- Conscious leadership culture
- Human connection-focused workplace
- Playful creativity, levity, and fun
- Excellence-focused culture
- Equal opportunity and diversity-focused workplace