Manager, Quality Operations

Role Description

Your North Star: Support core quality and operational processes to improve doula and clinician care and efficiency as we scale.

In this role, you will report into our Senior Manager, Operations and Clinical Quality and have the following responsibilities:

• Quality assurance processes: Complete monthly quality assessments of care provided by Pomelo. Work in close collaboration with doula leaders, clinical leaders, and the Senior Manager, Operations and Clinical Quality to identify areas of opportunity related to doula and clinician metrics and quality. Lead continuous improvement projects in response to identified areas of improvement.
• Adverse event reporting: Own the ongoing management of adverse event reporting across the organization, including initial response to reported events. Support the Senior Manager, Operations and Clinical Quality in analyzing and responding to event trends. 
• Grievances process: Maintain the client/patient grievance and complaint process for all Pomelo services, including streamlining the process across the organization.
• Audit support: 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.
• Training: Collaborate with internal training staff to develop and deliver role-specific quality training programs for doula and clinician workforce. For identified quality and safety opportunities that are the result of training gaps, work closely with the training team to close those gaps.

Who you are

• 3+ years operations or quality experience, ideally having worked within healthcare delivery or a high-growth startup
• Exceptional project management and prioritization skills
• Data-informed & results-oriented operator who moves fast
• 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

Why you should join our team

By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it.

We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer:

• 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)

At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status.

Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $100,000-125,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash.