Manager, Quality Operations

OUR  MISSION

Imagine building a better healthcare journey for patients with cancer, where individuals and their loved ones feel seen, supported, and heard by their care team – both in and out of the clinic. Where fast access to high-quality care is the norm, not the exception. Where patients have access to a care navigator to guide them through their diagnosis and trusted support all along the way.

At Thyme Care, we share a passion for transforming the cancer care experience – not just for patients but also for their caregivers and loved ones, as well as those delivering and paying for their care. Today, Thyme Care is known predominantly as a cancer care navigation company enabling value-based cancer care; in the next few years, we will become a nationally recognized technology-driven and provider-centric care delivery model, reshaping the landscape of cancer care access, delivery, and experience. Our commitment runs deep—we're not satisfied with the status quo but determined to redefine it.

To make this happen, we’re building a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare. If you share our vision and want to be part of something truly meaningful, we want to hear from you. Together, we can revolutionize cancer care and make a difference that lasts a lifetime.  

 YOUR ROLE 

As Manager of Quality, you will help operationalize and shape key components of Thyme Care’s quality infrastructure, with a focus on managing our new complaints program. You will ensure complaints are tracked, investigated, and resolved effectively and within SLA.

Reporting to the Director of Quality, you will also support NCQA accreditation and Thyme Care’s clinical quality measures. In your day to day, this means enabling quality improvements through data monitoring and reporting, data analysis and project management.

We hope you’ll bring quality, compliance and analytical expertise to collaborate cross-functionally and 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.

WHAT YOU’LL DO

Complaints Management

• 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

Quality Operations Support

• 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

WHAT LEADS TO SUCCESS

Member-First Mindset. You’re motivated by the opportunity to improve member care and experience through evidence-based processes, data analysis, and service recovery.
Quality & Complaints Expertise. You have prior experience with quality incidents or complaints and are familiar with HEDIS or NCQA standards.
Adaptable & Growth-Oriented. You work well across teams and are excited for the anticipated growth in our complaints program.
Tech-Savvy & Analytical. You’re comfortable with Google Suite, Slack, Asana, EHRs, BI tools, advanced Excel functions, and analyzing data–you can spot trends, flag risks, and support data-driven action. If you have experience building quality and operational reporting in Looker/Sheets, let’s talk.
Strong Communicator & Collaborator. Seek diverse perspectives, listen actively, foster a positive team environment, build trust, and engage persuasively with cross-functional teams.
Self-Starter & Problem-Solver. Curious, proactive, and results-driven. Take initiative, prioritize effectively, and execute quickly with innovative solutions.
Detail-Oriented & Organized. Accuracy and structure matter—ensure precision in analyses, reporting, and documentation.

REQUIRED QUALIFICATIONS

• 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)

BONUS IF YOU HAVE

• 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

OUR VALUES

At Thyme Care, our core values—Act with our members in mind, Move with purpose, and Seek diverse perspectives—guide us in everything we do. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role if filled within New York City is $125,000 - $140,000. The salary range could be lower or higher than this if the role is hired in another location. We also believe that your personal needs and preferences should be taken into consideration so we allow some choice between equity and cash.

Additionally, we recognize a history of inequality in health care. We’re here to challenge these systems with 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 patients our products serve. We are an equal opportunity employer.

Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.