• Manage and conduct induction/orientation programs for all new employees, ensuring their smooth assimilation into the company. • Ensure all staff CVs, training records, position profiles and experience profiles are complete and up-to-date. • Support allocation activities per the local resourcing process. • Escalate appropriately any issues which may impact project deliverables. • Deliver training on Working Practice Documents (WPDs) and Standard Operating Procedures (SOPs), local requirements and any other subjects that impact clinical operations. • Participate in process improvement/development initiatives. • Ensure understanding and facilitation of the risk based monitoring approach. • Alert management to quality issues, requests QA audits as appropriate.

Title: Clinical Quality Lead Location: Remote USA Job Description: By partnering with districts and health plans across the country, Hazel transforms schools into the most accessible front door to physical and mental healthcare. Today, Hazel's diverse team of licensed providers deliver therapy and medical services virtually (in school or at home) to over four million K-12 students — regardless of their insurance status or ability to pay. Hazel aims to remove all barriers to the mental and physical health care that children need to thrive: in school, at home, and in life. Helping students and their families feel better takes a team of smart, dedicated people. As an integral member of the Hazel team, you will - Make an Impact: Work with a team that is increasing equitable access to quality health care experiences for students and their families. - Enable Scale: Work with a team that is building and professionalizing a high growth high impact social enterprise. - Feel Valued: Work with a team that is being compensated competitively, developed professionally, and celebrated frequently for making a meaningful difference. Check us out at Hazel Health Careers. The Role: To ensure that our care team is providing high-quality care, delivered in accordance with best practice and agency policy, we are looking for a Clinical Quality Specialist to oversee day to day quality inputs for Hazel’s therapists. The Specialist will partner closely with the Clinical and Operations teams to monitor care quality at scale. This individual will work to refine and improve quality metrics that relate to clinical care, and ensure that management has necessary information regarding the performance of clinicians under their supervision, partnering closely in provider performance management. This role supports the advancement of measurement-based care, data–informed quality improvement, and provider excellence. Conduct chart reviews and payer audits (30%) - Review clinical notes and individual clinician metrics to evaluate quality of care as well as adherence to operational policies and procedures for all clinicians, in order to ensure that care is effective, safe, and delivered according to agency policies. - Identify training needs through auditing activities and work collaboratively with provider learning and enablement to build support resources and fill training gaps. - Ensure that Director of Care Quality Assurance has visibility into performance issues, training needs, and systemic improvements which may be necessary to ensure that clinicians are able to successfully and effectively provide care - Compile data and documentation for payer audits Review and respond to incident reports (15%) - Review incident reports, determine next steps and escalation paths including communication with providers, clients and/or partners - Refine and improve upon incident reporting processes Provide QA feedback to clinical leadership; support managers in providing feedback to clinicians (10%) - Share relevant metrics to clinical team leadership and managers regarding individual and team performance - Support feedback delivery and performance management processes, including performance improvement plans Monitor quality metrics (20%) - Support Director of Care Quality to ensure that clinical team QA metrics accurately and comprehensively measure performance - Identify provider quality issues and work closely with management team to address quality issues Support quality projects (15%) - Support cross functional collaboration efforts to inform quality processes and scaling - Support Director of Quality to optimize quality review process, in order to ensure proper depth and breadth of review to allow for good visibility into clinical performance Direct care (10%) - Provides high-quality, telehealth services in a variety of states, as needed. What you’ve accomplished: Skills and Qualities - Excellent interpersonal and relationship building skills - Strong verbal and written communication skills - Highly organized with excellent, detail-oriented project management skills - Demonstrated ability to work collaboratively - Willingness to integrate AI into your workflows and processes - Strong clinical competence in Measurement Based Care and other evidence based practices (CBT, DBT, PCIT, CPP, TF-CBT, ACT, Mindfulness, etc.), - Dedication to culturally responsive care - Comfort with research design and basic understanding of statistics - Demonstrated familiarity, comfort, and confidence with technology - various applications, tech tools, Google Suite, especially GoogleSheets, video conferencing, EMR, etc. - Commitment to utilizing data to measure progress in clinical care - Passionate about embracing, seeking out, and providing clear, actionable, constructive feedback - Comfortable in a fast­-paced environment subject to ambiguity, with little direction Qualifications and Experience - Master’s or doctoral degree in psychology, Marriage & Family Therapy, Counseling, or Social Work - A clinical license to practice in good standing - Minimum 5 years experience providing psychotherapy to individuals, couples or families - Experience working with children in a virtual MH setting - Experience with quality review of clinical documentation and development of audit and evaluation processes - Experience building scalable quality monitoring systems - Experience in performance management and provider feedback related to virtual care delivery with licensed clinicians Strongly Preferred - Experience with payer audits - Experience using metrics dashboards and interpreting data

• Lead strategy and execution behind AuthAI’s clinical delivery model • Help scale an innovative solution transforming utilization management • Oversee pre-sales scoping, timelines, and clinical resource planning • Ensure scalable, efficient, and compliant delivery commitments • Create strong clinical oversight models and clinical tooling • Lead policy mapping and ensure operational readiness for clinical content execution • Own DAG creation and ongoing policy updates with disciplined change control • Establish and run SLA auditing and review findings • Lead clinical audits and support coordinated improvement efforts across teams • Manage and resolve client escalations for clinical issues • Drive operational rigor across clinical QA and delivery processes • Provide sales support and deliver client education on AI and product process

Role Description We’re looking for a Patient Experience Associate to be on the front lines of the Conduit experience — helping patients, caregivers, and providers navigate what can often be a frustrating healthcare process. This is more than a traditional support role. We want people who are curious, proactive, and eager to solve problems end-to-end. The right person won’t just answer questions — they’ll spot broken processes, flag recurring issues, and help us continuously improve how we operate. Because we’re still early, things move fast. Priorities shift, workflows evolve, and everyone pitches in where needed. We’re looking for people who are energized by that environment, willing to roll up their sleeves, and excited to grow with the company. What You’ll Do - Own your queue: Respond to patient, caregiver, and provider inquiries across phone, SMS, email, and chat — managing your queue with accuracy and care. - Help patients navigate the process: Explain order status, insurance requirements, documentation needs, and next steps in clear, simple terms. - Resolve issues end-to-end: Take ownership of patient issues and follow through until resolution, coordinating across internal teams as needed. - Handle inbound and outbound calls: Support patients and caregivers through stressful or time-sensitive situations with professionalism and compassion. - Identify operational gaps: Flag recurring patient questions and workflow gaps to help the team improve processes over time. - Keep documentation accurate: Maintain clear and organized documentation so information is easy to track and nothing falls through the cracks. - Escalate thoughtfully: Recognize when issues need additional support and ensure handoffs are clear and seamless. - Work within AI-powered tools: Use AI-assisted support workflows, smart response suggestions, and automation to move faster and more consistently - and flag feedback. - Adapt as we scale: Learn new workflows, tools, and processes quickly as the business evolves. Who You Are - Patient-Centered: You genuinely care about helping people and bring empathy to every interaction. - Eager to learn: You pick up new systems, workflows, and healthcare concepts quickly. - Clear communicator: You explain things simply and calmly, especially to patients who may be overwhelmed or frustrated. - Organized and accountable: You stay on top of follow-ups, documentation, and details in a fast-moving environment. - Bias toward action: You’re resourceful, proactive, and willing to figure things out. - Comfortable with change: You adapt quickly as priorities, tools, and workflows evolve. - Team-oriented: You communicate openly, support teammates, and contribute positively to team culture. - Tech-curious and comfortable: You’re not intimidated by new tools or AI-assisted workflows - you pick them up quickly and think about how technology can help you do your job better. - Mission-aligned: You want your work to have a real impact on patients and families. What You’ll Bring - 1+ years of experience in customer support, patient services, healthcare operations, or another client-facing role. - Comfort managing high-volume support interactions across multiple channels simultaneously. - Strong written and verbal communication skills. - Ability to multitask across systems while maintaining accuracy and attention to detail. - Comfort navigating multiple platforms simultaneously; experience with support tools like Intercom, Zendesk, Aircall, or AI-assisted ticketing systems is a plus. - Healthcare, DME, insurance, or Medicaid/Medicare familiarity is helpful but not required — we’ll teach you what you need to know. - Availability to work scheduled shifts aligned with Eastern Time business hours, with occasional flexibility for coverage as the team scales. Compensation & Benefits - Competitive salary with equity options. - Flexible working environment (ability to come to NYC office). - Unlimited PTO + 9 company holidays. - Direct mentorship and growth opportunities with senior leadership. Equal Opportunity Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.