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Sidecar Health

Health insurance that's finally fair.

Director of Quality and Continuous Improvement, Member Care

DirectorDirectorFull TimeRemoteLeadTeam 201-500Since 2018H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

74 days ago

Salary

0

Seniority

Lead

Bachelor Degree10 yrs expEnglish

Job Description

Director of Quality and Continuous Improvement, Member Care

Sidecar Health

• 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 sessions calibration sessions to ensure consistency across evaluators and time • 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.

Job Requirements

  • 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.

Benefits

  • 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.

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