Team Lead, Enrollment Quality Assurance

About the role

This role sits within Thyme Care’s Enrollment Quality & Training team. As Team Lead, Quality Assurance, you will serve as a frontline people manager and operational partner to the Enrollment Quality & Training Manager, helping the team run with consistency, surface the right data, and continuously improve the quality of care delivered by Thyme Care’s enrollment team.

Responsibilities

• Manage and support a team of 4 made up of Quality Coordinators and Associates, who conduct quality reviews.
  • Provide day-to-day people management for a quality team conducting quality audits and documentation reviews, including workload oversight, performance feedback, onboarding, and ongoing coaching.
    • Serve as the first point of escalation for team questions and operational issues.
  • Identify and report on clinical quality trends:
    • Analyze QA findings, documentation reviews, and quality data to identify patterns and trends across the enrollment team.
      • Synthesize findings into clear, actionable summaries and present them to the Quality Manager & Enrollment Leadership on a regular basis to inform improvement priorities.
  • Collect, organize, and maintain quality data:
    • Own the collection and management of quality audit data, ensuring records are accurate, complete, and consistently documented.
      • Maintain dashboards and trackers that give the Quality Manager and org leadership real-time visibility into team performance and quality indicators.
  • Support the Quality Manager in executing the quality program:
    • Act as an operational extension of the Quality Manager, taking on delegated workstreams, preparing materials for quality reviews and team meetings, tracking follow-through on identified issues, and keeping the team’s work moving between leadership touchpoints.
  • Surface audit findings into the closed-loop quality-to-training process:
    • When quality trends or recurring issues are identified, document and escalate them so they can be routed to the appropriate training program owner for intervention.
  • Support root cause analysis and issue resolution:
    • When quality findings or incidents surface, assist the Quality Manager in investigating contributing factors, documenting findings, and tracking corrective actions through to resolution.
  • Reinforce Enrollment process and documentation standards through audit-based feedback:
    • Serve as a consistent resource for the Enrollment quality review team on documentation expectations, clinical standards, and audit criteria.
      • Help close the gap between what quality identifies in reviews and how Enrollment Specialists approach documentation day to day, through coaching and feedback.
  • Contribute to reporting and quality committee preparation:
    • Help prepare data summaries, audit findings, and trend reports that support quality committee meetings, leadership reviews, and cross-functional updates on enrollment quality performance.

Requirements

• 5+ years of experience of quality assurance experience, with a minimum of 2 years of direct management of a QA team.
  • You have conducted phone recording and associated documentation reviews, applied quality rubrics, or and understand what rigorous, consistent quality review looks like in a healthcare environment.
• People management or team lead experience:
  • You have supervised, coached, or formally managed a team, and are comfortable providing feedback, managing workloads, and supporting the development of individual team members.
• Strong data collection and trend identification skills:
  • You are organized and detail-oriented, can manage audit data across multiple cases or reviewers, and know how to look across a data set to identify patterns that warrant attention.
• Clear, structured communicator:
  • You can translate clinical audit findings and quality data into summaries that are useful to both frontline nurses and senior managers, without over-complicating or losing the point.
• Self-directed and accountable:
  • You manage your own work and your team’s work with discipline, follow through on commitments without being chased, and flag issues proactively rather than waiting for someone to ask.
• Comfortable managing multiple priorities simultaneously:
  • You balance your own audit and reporting responsibilities alongside team oversight without losing fidelity on either, and stay organized across competing demands in a fast-moving environment.
• Remote/virtual experience:
  • You have experience in a virtual or telephonic care environment, with familiarity with remote workflows and digital documentation tools.
• QA tooling experience:
  • You are familiar with quality tracking tools or dashboards used in clinical quality programs.

Qualifications

• Bachelor's degree in Healthcare Administration, Nursing, Business Administration, or related field.
  • OR
• Experience in a quality assurance, audit, or compliance role: you have conducted phone recording and associated documentation reviews, applied quality rubrics, or and understand what rigorous, consistent quality review looks like in a healthcare environment.
  • OR
• People management or team lead experience: you have supervised, coached, or formally managed a team, and are comfortable providing feedback, managing workloads, and supporting the development of individual team members.
  • OR
• Strong data collection and trend identification skills: you are organized and detail-oriented, can manage audit data across multiple cases or reviewers, and know how to look across a data set to identify patterns that warrant attention.
  • OR
• Clear, structured communicator: you can translate clinical audit findings and quality data into summaries that are useful to both frontline nurses and senior managers, without over-complicating or losing the point.
  • OR
• Self-directed and accountable: you manage your own work and your team’s work with discipline, follow through on commitments without being chased, and flag issues proactively rather than waiting for someone to ask.
  • OR
• Comfortable managing multiple priorities simultaneously: you balance your own audit and reporting responsibilities alongside team oversight without losing fidelity on either, and stay organized across competing demands in a fast-moving environment.
  • OR
• Remote/virtual experience: Experience in a virtual or telephonic care environment, with familiarity with remote workflows and digital documentation tools.
  • OR
• QA tooling experience: Familiarity with quality tracking tools or dashboards used in clinical quality programs.

Skills

• Strong analytical and detail-oriented skills.
  • Ability to look for patterns, document findings accurately, and present trends in a way that gives leadership something to act on, not just something to note.
• Effective communication and interpersonal skills.
  • Ability to translate clinical audit findings and quality data into summaries that are useful to both frontline nurses and senior managers, without over-complicating or losing the point.
• Self-motivation and self-direction.
  • Ability to create structure for yourself and your team in a remote environment, hold yourself accountable to outcomes, follow through without being prompted, and escalate early when something needs attention.

Benefits

At Thyme Care, we offer a competitive salary range of $80,000, which could be lower or higher depending on the role and level. We also provide a comprehensive benefits package that includes equity, benefits, and other opportunities at Thyme Care.

Pay

The base salary for this role is $80,000. The salary range could be lower or higher than this if the role is hired at another level.

Schedule

As a remote position, the schedule is flexible and can accommodate your needs.

Equal Opportunity Employer

We recognize a history of inequality in healthcare. We're here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal-opportunity employer.