Quality Manager at Carrum Health

United States

$100k - $125k

At Carrum, we live and breathe the mission of transforming the healthcare system to create an unmatched experience for patients. If you are passionate about changing healthcare and want to finally get rid of surprise bills, poor quality, and high prices, while thriving in an entrepreneurial, cutting-edge environment, we would love to connect with you. In 2014 Carrum reinvented the Centers of Excellence (COE) category in digital health. Today, 90% of the US population lives within 50 miles of a Carrum COE and our providers rank in the top 10% nationally. Our team’s execution has been recognized by the venture community and we’ve raised more than $96M in aggregate from investors like OMERS, Tiger Global Management and Wildcat Ventures. Our impact has been externally proven in a 2021 RAND Corporation study [https://www.carrumhealth.com/rand-corp-study-bundled-payments-save/] and featured as a Harvard Business School (HBS) case study [https://www.hbs.edu/faculty/Pages/item.aspx?num=51867]. We are looking for a Quality Manager to help us professionalize and scale our clinical and operational oversight. The Quality Manager will play a critical role in our success. Reporting to the VP of Patient Care, you will own the end-to-end quality strategy and be crucial in transitioning our QA from a decentralized, manual process into a high-fidelity, tech-enabled engine. You will ensure that every patient interaction is clinically sound, compliant, and compassionate. You’ll be responsible for building the rubrics of today while partnering with our Platform and AI teams to design the automated systems of tomorrow. You’ve hustled, you’ve audited, you’ve coached, and you love the intensity of a startup in high-growth mode. The salary range for this role is $100,000–$125,000 depending on geography and level of experience, plus equity and an annual bonus. You’re excited about this opportunity because you will... * Architect the QA Framework: Own the design and execution of standardized, milestone-based quality rubrics for our patient care team. * Partner with Data & Analytics: Collaborate closely with the Data team to correlate QA scores with key business outcomes (e.g., patient engagement, conversion, and NPS/CSAT), ensuring our quality standards are actually driving the results we want to see. * Centralize Oversight: Transition QA from a decentralized task performed by Patient Care Managers into a unified "source of truth" that ensures consistency across the organization. * Bridge the AI Roadmap: Partner directly with the Platform team as the Subject Matter Expert (SME) to design, tune, and validate our future AI QA system. * Drive Actionable Growth: Synthesize QA data into prioritized initiatives, partnering with L&D to create targeted coaching and remediation plans that improve patient outcomes. * Own Compliance & Risk: Ensure all patient-case documentation meets strict regulatory and contractual requirements, serving as the point owner for audit readiness. * Optimize Existing Tech: Maximize the utility of our current tools, ensuring automated flags are translated into meaningful operational changes. * Elevate Patient Experience: Review quality through a patient-centric lens, balancing operational efficiency with the empathy and tone required for world-class care. You bring a rich background in building Quality Assurance functions from the ground up in fast-scaling, high-stakes environments. We hope to see from you: * 5+ years of Quality Management or Audit experience, specifically within healthcare, telehealth, or high-growth technology companies. * Preferred: Prior experience in people management or team leadership, with the ability and desire to convert from an individual contributor to a people manager as the team scales. * Expertise in QA Methodologies: Deep understanding of rubric calibration, sampling logic (increasing our "n"), and performance coaching. * Analytical Rigor: Ability to work with data analysts to validate the relationship between quality behaviors and downstream outcome metrics (e.g., defect rates, CSAT, and time-to-remediation). * Tech-Savvy Strategy: Experience working with automated QA platforms and a strong interest in how AI and LLMs can be used to scale human oversight. * Clinical/Operational Fluency: The ability to translate complex technical or clinical workflows and regulatory requirements into simple, measurable quality standards. * Entrepreneurial and resourceful - we need people who can find creative ways to make a big impact quickly and without much direction. * Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment. * Passion for collaborating cross-functionally with Sales, Operations, Data, and Product teams to ideate, complete projects, and drive impactful results. Why you’ll love working with us... * We’re a hard-working, humble, and compassionate group motivated to solve the hard problems in healthcare today. You’ll work with talented, experienced co-workers from companies like Booz & Company, Livongo, 98point6, Google, and Optum. We believe in using data to inform decisions, technology to make our jobs easier, and creative thinking to pave the future. * We are working with some of the most recognized and esteemed names in the country. Top hospitals like Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, and Rush Health have joined our platform. Employers who use our benefit include US Foods, United Airlines, and large public sector organizations like the self-insured schools of California, and the State of Maine. * We empower team members to be autonomous and provide a collaborative environment where you get support and healthy feedback. You can bring your authentic self to work every day and are encouraged to help others do the same. * We carve out time to let go of work to celebrate our successes and have fun. We’re a remote-first company with employees all over the United States and two office locations in San Francisco and Chicago. We support our employees during the work day and beyond with flexible working hours, generous time off, paid parental leave, and opportunities to connect with coworkers both virtually and in-person. * We embrace our team’s diversity of thought, experience, and interests and know that doing so makes us stronger as a company. Carrum has an active employee-led Diversity, Equity, Inclusion, and Justice (DEIJ) committee and several employee resource groups (ERGs). Our ERGS help employees build stronger connections through social, educational, and community activities. * You’ll feel proud that the work you do each day directly impacts people’s lives in big and meaningful ways. Other benefits: * Stock option plan * Flexible schedules and remote work * Chicago and San Francisco offices available * Self-managed vacation days, within reason * Paid parental leave * Health, vision, and dental insurance * 401K retirement plan About Carrum We’re a health tech company that brings value-based care to the masses. We help employers deliver a memorable patient experience, immediately lower healthcare costs, and drive better outcomes and achieve this through the power of technology and human-centered design. Since launching in 2014, we’ve partnered with Fortune 500 employers and top hospitals across the nation. We’ve been recognized by Harvard Business School and featured in TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe we’re only scratching the surface of our opportunity and we’re looking for incredible people like you to help us realize our full impact. Carrum Health is an equal opportunity employer and encourages all applicants from every background and life experience.