We are seeking a Director of Training, Quality & Compliance to lead the development, implementation, and optimization of our training programs, quality assurance initiatives, and compliance efforts. This role will ensure our Care Coaches are consistently trained to deliver high-quality, compliant care to patients with chronic eye disease. The Director will work closely with the SVP of Clinical Operations and other stakeholders to establish best practices, identify areas for improvement, and leverage AI-driven software solutions to enhance training and monitoring efforts.

Key Responsibilities:

Training Leadership & Development:

• Develop and oversee the training programs for Care Coaches to ensure they are equipped with the knowledge, skills, and resources to provide optimal patient care.
• Create a structured onboarding process for new Care Coaches, including both in-person and virtual training modules, in alignment with regulatory requirements and company standards.
• Implement continuous learning programs, utilizing a blend of traditional and AI-enabled learning tools, to ensure ongoing development for Care Coaches in both clinical skills and customer service.
• Monitor and assess the effectiveness of training programs, making recommendations for enhancements based on performance metrics and feedback.

Quality Assurance:

• Lead the design and implementation of quality assurance (QA) processes and standards to monitor and evaluate Care Coach performance.
• Regularly audit Care Coach interactions with patients, including telehealth consultations, to ensure adherence to best practices, clinical guidelines, and compliance requirements.
• Collaborate with clinical leadership to identify and address any gaps in service delivery, ensuring that Care Coaches consistently meet or exceed performance metrics.
• Monitor EHR documentation and charting performance using traditional audit and AI-driven models to ensure compliance with chart documentation metrics.
• Utilize data analytics and AI tools to identify trends, outliers, and areas for improvement in service delivery.

Compliance & Regulatory Oversight:

• Ensure that all training, quality assurance, and service delivery processes comply with relevant healthcare regulations and accreditation standards (e.g., CMS, HIPAA, state-specific regulations, etc.).
• Regularly update training materials to reflect changes in regulations, technology, or best practices.
• Lead efforts to prepare for internal and external audits, ensuring all documentation and training records are accurate, complete, and up-to-date.
• Act as a subject matter expert on compliance-related matters, providing guidance and support to Care Coaches and other clinical team members.

AI-Enabled Optimization:

• Leverage AI-driven technologies to optimize training programs, quality assurance processes, and compliance tracking.
• Collaborate with internal teams and technology partners to implement new tools and platforms that enhance training delivery, performance monitoring, and compliance tracking.
• Utilize AI insights to drive continuous improvement, refine training approaches, and ensure high-quality patient care delivery.

Leadership & Team Development:

• Lead and mentor a team of training, quality, and compliance specialists, ensuring they are equipped to support the Care Coaches and clinical leadership.
• Foster a culture of continuous improvement, innovation, and high performance within the team.
• Coordinate with other departments (e.g., Customer Success, Enrollment, Care Management, Technology) to ensure alignment and efficient execution of training and quality programs.

Qualifications:

• Bachelor's degree in healthcare, nursing, business administration, or a related field (Master's preferred) or equivalent experience.
• Minimum of 5 years of leadership experience in training, quality assurance, and compliance within a healthcare setting, preferably with experience in digital health or telehealth environments.
• Proven experience implementing AI-enabled software or digital tools to optimize training, quality monitoring, and compliance functions.
• Strong knowledge of healthcare regulations, including HIPAA, Medicare/Medicaid, and other relevant industry standards.
• Demonstrated ability to lead cross-functional teams and drive results in a fast-paced, dynamic environment.
• Excellent analytical, problem-solving, and decision-making skills, with the ability to use data to inform actions and improvements.
• Strong communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels of the organization.

Preferred Skills:

• Experience working with ophthalmic or chronic disease management settings.
• Familiarity with AI-driven learning platforms, performance monitoring tools, and patient engagement technologies.
• Knowledge of the certification processes and training requirements for Certified Ophthalmic Assistants (COAs) or similar roles.

Compensation details: 95000-110000 Yearly Salary

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