Manager, Quality Operations

Pomelo Care

91d • $100,000 - $115,000

About The Position

Pomelo Care is a multi-disciplinary team of clinicians, engineers and problem solvers who are passionate about improving care for moms and babies. We are transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care at scale. Our technology-driven care platform enables us to engage patients early, conduct individualized risk assessments for poor pregnancy outcomes, and deliver coordinated, personalized virtual care throughout pregnancy, NICU stays, and the first postpartum year. We measure ourselves by reductions in preterm births, NICU admissions, c-sections and maternal mortality; we improve outcomes and reduce healthcare spend. In this role, you will report into our Senior Manager, Operations and Clinical Quality and have the following responsibilities: Lead continuous improvement projects in response to identified areas of improvement within the quality assurance processes, adverse event reporting processes, and grievance processes. Integrate technological efficiencies into the quality program. Work cross-functionally to analyze and act on quality program data, including scaling processes and adjusting operations within the quality program.

Requirements

• 3+ years operations or quality experience, ideally having worked within healthcare delivery or a high-growth startup.
• Exceptional project management and prioritization skills.
• Proactive, tenacious and have a bias towards action and resolution.
• Competent in data analysis.
• Data-informed & results-oriented operator who moves fast.
• Excited and thoughtful about utilizing AI and emerging technologies within a quality program.
• Experience managing patient risk and patient complaints processes.
• Meticulous attention to detail and highly organized.
• Comfort with ambiguity.
• Ability to work cross-functionally with clinicians and medical support staff.
• Passionate about maternal and child health.

Responsibilities

• Lead continuous improvement projects in response to identified areas of improvement within the quality assurance processes, adverse event reporting processes, and grievance processes.
• Integrate technological efficiencies into the quality program.
• Work cross-functionally to analyze and act on quality program data, including scaling processes and adjusting operations within the quality program.
• Complete monthly quality assessments of care provided by Pomelo.
• Collaborate with doula leaders, clinical leaders, and the Senior Manager, Operations and Clinical Quality to identify areas of opportunity related to doula and clinician quality.
• Own the ongoing management of adverse event reporting across the organization, including initial response to reported events and root cause analysis.
• Support the Senior Manager, Operations and Clinical Quality in analyzing and responding to event trends.
• Maintain the client/patient grievance and complaint process for all Pomelo services, including streamlining the process across the organization.
• Collaborate with internal stakeholders to support health plan audit preparation and execution for quality components, ensuring adherence to contractual obligations and regulatory requirements while addressing any identified deficiencies.
• Collaborate with internal training staff to develop and deliver role-specific quality training programs for doula and clinician workforce.

Benefits

• Competitive healthcare benefits
• Generous equity compensation
• Unlimited vacation
• Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees