Director, Quality

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.