Manager, Quality Operations

Summary

Join Thyme Care as Manager of Quality and help shape our quality infrastructure, focusing on managing our new complaints program. Ensure complaints are tracked, investigated, and resolved effectively and within the service level agreement (SLA). Support NCQA accreditation and Thyme Care’s clinical quality measures by enabling quality improvements through data monitoring and reporting, data analysis, and project management. Collaborate cross-functionally to drive meaningful improvements in member care and experience. This is a remote role with the option to work from our Nashville or NYC office. You will lead intake, investigation, and resolution of member complaints, maintain complaint tracking tools, develop staff training, track complaint themes, and act as a subject matter expert (SME). You will also support quality reporting and operations, participate in quality investigations, and contribute to the Annual QI Report and quarterly Quality Committee meetings.

Requirements

• 3–5 years of experience in fast-paced healthcare quality, compliance, or clinical operations (e.g., managed care, VBC startup)
• Demonstrated experience managing member complaints/grievances, appeals
• Experience supporting HEDIS, NCQA accreditation, or other quality reporting frameworks
• Project management and organizational skills
• Strong communication and stakeholder management
• Proficiency in Google Suite, Excel, Slack
• Proficiency with analyzing data and creating quality reports (e.g., Looker)

Responsibilities

• Lead intake, investigation, and resolution of member complaints within SLA, ensuring confidentiality and regulatory compliance–and that this understanding that we expect the complaints volume to grow with our membership
• Maintain and update complaint tracking tools, SOPs/P&Ps, and workflows
• Develop and deliver staff training and guidance on service recovery, complaint documentation, and escalation
• Track and trend complaint themes, member experience survey results, and prepare summaries for internal stakeholders, the Quality Committee (quarterly), and the Annual QI Report
• Act as a SME/resource collaborating with Compliance and the Care Team Leads to ensure appropriate remediation, service recovery, and process updates based on root cause findings
• Work with leadership to clarify ownership of member communications, resolution delivery, and service remediation
• Support quality reporting and operations, including metric monitoring, documentation, and cross-functional collaboration with Clinical, Product, and Data teams
• Help build and maintain metrics reports and playbooks to support routine measure review (weekly, monthly, quarterly)
• Participate in quality investigations (e.g., audits, event reviews) and lead quality gap closure
• Assist in collecting and preparing quality metrics for client-facing deliverables (e.g., QBRs)
• Contribute to the preparation of the Annual QI Report and quarterly Quality Committee meetings

Preferred Qualifications

• CPHQ certification or Lean Six Sigma training
• Proficiency with SQL or data analysis tools
• Experience in a startup, care coordination, or delegated risk organization
• RN license

Benefits

Remote work, flexible hours