About Carrum
At Carrum, we are dedicated to transforming the healthcare system to provide an unparalleled patient experience. If you are passionate about improving healthcare, eliminating surprise medical bills, enhancing quality, and reducing costs within an entrepreneurial and innovative environment, we encourage you to connect with us.
Founded in 2014, Carrum pioneered the Centers of Excellence (COE) category in digital health. Today, 90% of the U.S. population has access to a Carrum COE, and our providers are consistently ranked among the top 10% nationally. Our success has garnered significant attention from the venture capital community, securing over $96 million in funding from investors such as OMERS, Tiger Global Management, and Wildcat Ventures. The impact of our work has been validated by a 2021 RAND Corporation study and highlighted in a Harvard Business School (HBS) case study.
The Opportunity
We are seeking a Quality Manager to enhance our clinical and operational oversight as we scale. This role is pivotal to our continued success. Reporting to the VP of Patient Care, you will spearhead the quality strategy, transitioning our Quality Assurance (QA) from a decentralized, manual process to a sophisticated, tech-enabled function. Your focus will be on ensuring every patient interaction is clinically sound, compliant, and empathetic. You will develop current quality standards while collaborating with our Platform and AI teams to design future automated systems. We are looking for a candidate with a proven track record in auditing, coaching, and thriving in a high-growth startup environment.
The salary range for this position is $100,000 - $125,000, varying by location and experience, in addition to equity and an annual bonus.
What You'll Do
- Architect the QA Framework: Design and implement standardized, milestone-based quality rubrics for the patient care team.
- Partner with Data & Analytics: Collaborate with the Data team to link QA scores with key business outcomes (e.g., patient engagement, conversion, NPS/CSAT) to ensure quality standards drive desired results.
- Centralize Oversight: Consolidate QA from a decentralized task managed by Patient Care Managers into a unified "source of truth" for organizational consistency.
- Bridge the AI Roadmap: Act as the Subject Matter Expert (SME) for the Platform team, contributing to the design, tuning, and validation of our future AI QA system.
- Drive Actionable Growth: Analyze QA data to identify and prioritize initiatives, working with Learning & Development (L&D) to create targeted coaching and remediation plans for improved patient outcomes.
- Own Compliance & Risk: Ensure all patient-case documentation adheres to strict regulatory and contractual requirements, serving as the primary point of contact for audit readiness.
- Optimize Existing Tech: Maximize the effectiveness of current tools, ensuring automated flags lead to meaningful operational improvements.
- Elevate Patient Experience: Evaluate quality from a patient-centric perspective, balancing operational efficiency with the empathy crucial for exceptional care.
What You Bring
We are looking for individuals with extensive experience in establishing Quality Assurance functions within fast-scaling, high-stakes environments. Ideal candidates will possess:
- 5+ years of Quality Management or Audit experience, preferably in healthcare, telehealth, or high-growth technology sectors.
- Preferred: Prior experience in people management or team leadership, with the potential to transition into a people manager role as the team expands.
- Expertise in QA Methodologies: Profound understanding of rubric calibration, sampling logic, and performance coaching.
- Analytical Rigor: Ability to collaborate with data analysts to validate the correlation between quality metrics and downstream outcomes (e.g., defect rates, CSAT, time-to-remediation).
- Tech-Savvy Strategy: Experience with automated QA platforms and a keen interest in leveraging AI and LLMs to scale human oversight.
- Clinical/Operational Fluency: Capacity to translate complex clinical or technical workflows and regulatory requirements into clear, measurable quality standards.
- Entrepreneurial Spirit: Resourcefulness and the ability to drive significant impact quickly with minimal direction.
- Adaptability: Proven ability to manage deadlines, multitask effectively, and prioritize in a fast-paced, dynamic setting.
- Collaboration Skills: A passion for cross-functional teamwork with Sales, Operations, Data, and Product teams to drive projects and achieve impactful results.
Why You'll Love Working With Us
- Impactful Mission: Join a dedicated team committed to solving critical healthcare challenges. Collaborate with talented professionals from diverse backgrounds (Booz & Company, Livongo, 98point6, Google, Optum). We prioritize data-driven decisions, technological efficiency, and innovative thinking.
- Esteemed Partnerships: Work with leading healthcare institutions (Johns Hopkins, Mayo Clinic, Stanford Health Care, Scripps Health, Rush Health) and major employers (US Foods, United Airlines, public sector organizations).
- Empowerment & Collaboration: Experience an autonomous yet supportive environment that encourages authentic self-expression and mutual growth.
- Work-Life Balance: Enjoy flexible working hours, generous time off, paid parental leave, and opportunities for virtual and in-person connection in our remote-first company.
- Diversity & Inclusion: We champion diversity of thought, experience, and interests, fostering an inclusive environment through active DEIJ initiatives and employee resource groups (ERGs).
- Meaningful Work: Contribute to work that directly and positively impacts people's lives.
Other Benefits
- Stock option plan
- Flexible schedules and remote work options
- Office locations in Chicago and San Francisco
- Self-managed vacation days (within reason)
- Paid parental leave
- Comprehensive health, vision, and dental insurance
- 401K retirement plan
About Carrum Health
Carrum Health is a health tech company dedicated to delivering value-based care at scale. We empower employers to provide exceptional patient experiences, reduce healthcare costs, and improve outcomes through innovative technology and human-centered design. Since our inception in 2014, we have partnered with Fortune 500 employers and leading hospitals nationwide. Our work has been recognized by Harvard Business School and featured in prominent publications like TechCrunch, The Los Angeles Times, Washington Post, and Modern Healthcare. We believe our potential is vast and are seeking exceptional individuals to help us achieve our mission.
Carrum Health is an equal opportunity employer, encouraging applications from all backgrounds and life experiences.