Quality Assurance Policy & Program Coordinator

About TimelyCare

TimelyCare is a virtual care provider specializing in education sector healthcare, trusted by nearly 500 campuses nationwide. The company integrates URAC-accredited clinical standards with data-driven methods and a partnership-based approach to promote well-being with transparency, accountability, and measurable outcomes. Their platform offers wide-ranging services such as crisis support, mental health counseling, medical and psychiatric care, coaching, basic needs assistance, peer support, and wellness tools to enhance healthier learning environments by reducing depression and anxiety.

Position Overview

The Quality Assurance Policy & Program Coordinator will be part of the Clinical Excellence team, ensuring all company policies, procedures, practice guidelines, and related documentation are up-to-date, accurate, systematically organized, and compliant with regulations, accreditation criteria, and operational requirements. The role also entails gathering and analyzing operational data, investigating clinical events, supporting the Quality Assurance Program Manager in maintaining the QA program and committee, and managing daily QA program activities including committee preparation, quality documentation, audit participation, incident review, performance improvement projects, and ensuring regulatory preparedness.

Key Responsibilities

• Maintain, organize, and manage the review cycle for TimelyCare's policies, procedures, practice guidelines, and QA documentation.
• Monitor timelines, pending revisions, approvals, and version control to sustain continuous readiness.
• Collaborate with the training team to develop and implement educational materials for employees and providers on policies and procedures.
• Effectively communicate and present information across staff levels and leadership.
• Collect and manage data critical for measuring quality improvements.
• Prepare background materials, agendas, memos, minutes, and reports for the Quality Assurance/Quality Improvement Committee.
• Support service lines in maintaining readiness for external audits such as URAC and NCQA.
• Conduct assessments of quality-related issues and risks, support root cause analyses, and track action plans for quality events, complaints, or incidents.
• Participate in internal and external audits and inspections.
• Work with management teams to ensure compliance aligns with company goals.
• Demonstrate professionalism and serve as a role model for excellence in care.
• Engage in multidisciplinary projects and attend management meetings as required.
• Assist the QA Program Manager with regulatory survey preparation, staff training on compliance and licensure matters, and promptly address surveyor-identified issues.
• Support the Quality Assurance/Quality Improvement Committee documentation and actions.

Candidate Profile

• Detail-oriented with high precision and accuracy in all work aspects.
• Strong writing and editing skills capable of simplifying complex clinical, operational, and regulatory information into clear documentation.
• Experienced in managing policy and procedure systems, review cycles, and maintaining consistent, current documents.
• Skilled in prioritizing tasks and adapting to changing priorities to meet QA team's needs.
• Confident in developing professional presentations and leading meetings with cross-functional teams and leadership.
• Experienced in project management and efficient time utilization.
• Excellent interpersonal skills to communicate and collaborate effectively.
• Knowledgeable in evidence-based medicine and mental health practices, including research and literature review methodologies.
• Maintains a positive, professional presence in all communications.
• Experience with Continuous Quality Improvement initiatives.
• Able to synthesize information, identify problems, escalate concerns, and propose pragmatic solutions.
• Comfortable working with data, dashboards, audits, and documentation reviews.
• Builds cooperative relationships to meet internal and external customer needs.
• Adapts to change with a positive and supportive attitude.
• Professional, reliable, and discreet when handling sensitive information.

Qualifications

• At least 2 years of experience in healthcare quality assurance, quality improvement, risk management, policy/program development, regulatory compliance, healthcare operations, or related fields.
• Bachelor's degree in Healthcare Administration, Nursing, Public Health, Social Work, Counseling, Business Administration, or related healthcare disciplines.
• Preferred but not required: active clinical license such as RN, LCSW, LPC, LMFT, or similar.
• Familiarity with healthcare accreditation and regulatory bodies such as URAC, NCQA, The Joint Commission, CMS, and HIPAA is desirable.
• Proficient with G-Suite, PDF tools, Microsoft Word, Excel, PowerPoint, and form/document creation.
• Experienced in producing summary spreadsheets, documentation, and presentations.
• Healthcare customer service experience is an advantage.

Compensation and Benefits

• Annual salary range of $65,000 to $70,000 based on education and experience, with eligibility for discretionary bonuses.
• Paid company holidays, including a day off on your birthday.
• Flexible paid time off (PTO) and volunteer time off (VTO).
• Comprehensive company-sponsored health insurance (medical, dental, vision) and pet insurance.
• Company-paid group life insurance and short-term disability coverage.
• Access to concierge benefit support services.
• 401(k) retirement plan with employer match.
• Free access to TimelyCare's virtual medical and mental health resources.
• Work in a mission-driven environment with a supportive team culture.

Equal Opportunity Employer

TimelyCare is committed to equal employment opportunities and prohibits discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity or other protected characteristics. These policies apply across all employment terms including recruiting, hiring, placement, promotion, compensation, and training.

Use of AI in Hiring Process

Artificial intelligence tools may be utilized in parts of the hiring process such as application review and resume analysis to assist recruiters; however, final hiring decisions are made by human staff. Candidates can request information about how their data is processed.