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Director Training and Quality

2 months ago

Boston, United States Cohere Health Full time

Company Overview:

Cohere Health is a fast-growing clinical intelligence company that’s improving lives at scale by promoting the best patient-specific care options, using leading edge AI combined with deep clinical expertise. In only four years our solutions have been adopted by health insurance plans covering over 15 million people, while our revenues and company size have quadrupled. That growth combined with capital raises totaling $106M positions us extremely well for continued success. Our awards include: 2023 and 2024 BuiltIn Best Place to Work, Top 5 LinkedIn™ Startup, TripleTree iAward, multiple KLAS Research Points of Light, along with recognition on Fierce Healthcare's Fierce 15 and CB Insights' Digital Health 150 lists.

What you will do:

The Training and Quality Director position is a crucial role in our organization as business needs change quickly. In this role, you are responsible for performing a full range of activities that will positively impact the organization and contribute to guiding and supporting the strategic operations for the company.

As a Training and Quality Director, you will help us accelerate our culture of continuous learning and quality improvement by managing enterprise operations training and quality programs. You will draw on your experience to create strategies that will help Cohere Health provide a comprehensive quality management and training program that champions innovation and efficiency, as well as utilizes an ‘all for one, one for all’ mentality. As a key member of our Service Operations Team, you will create tools and training that ensure high customer loyalty, better business practices, and engaged team members. You will create and foster best practices that optimize and evolve our learning programs as we continue to grow, encompassing the creation and delivery of a continuous quality monitoring program that includes quality standards and development of quality control programs and key indicators that allow for high level visibility to enable leaders to effectively manage their teams. This position is always evolving with the changing dynamics of our organization. We encourage you to be authentic and think about how your strengths and interests align with our mission. You will need to be an agile thinker and able to work in an environment that is in flux. This is a position that offers the ability to make a substantive mark on the organization/operations structure of an up-and-coming company with exponential growth opportunity.

Last but not least: People who succeed here are empathetic teammates who are candid, kind, caring, and embody our core values and principles. We believe that diverse, inclusive teams make the most impactful work. Cohere is deeply invested in ensuring that we have a supportive, growth-oriented environment that works for everyone.

Responsibilities:

  • Collaborate with Cohere business leaders to understand learning and development needs, assess opportunities, and implement solutions aligned with the broader strategy.
  • Own the end-to-end development and delivery of training programs, from initial recommendation through implementation, execution, and assessment of outcomes.
  • Lead, manage, and develop a team of QA/Training individuals to provide a high-caliber training experience and ensure consistent quality standards across the organization, driving excellence in every aspect of our operations.
  • Develop and track key performance indicators to measure and evaluate the effectiveness of learning programs, while providing actionable takeaways for future iterations.
  • Stay knowledgeable of all industry standards and best practices, including new innovative tools and AI technology, as well a keen understanding of the ‘twin engine’ operations model.
  • Utilize data to inform strategies that drive meaningful change, motivate strong job performance, and increase team member engagement and retention.
  • Create process flows, policies & procedures, job aids, and training materials.
  • Own and manage the end-to-end Quality Assurance and Quality Control operations, including planning, implementing, monitoring, and reporting functions.
  • Design, develop, and deliver engaging, creative, and scalable learning strategies across various mediums and learning styles (in-person, blended, online, self-service).
  • Build and cultivate relationships with cross-functional teams within the organization.
  • Manage internal and external customer expectations related to quality management and effectively communicate quality standards.
  • Ensure best-in-class execution of training programs, keeping all courses on budget and on time.
  • Develop high-quality presentation materials for leadership as needed.

Your background & requirements:

  • Strong communication skills with the ability to structure unstructured information and simplify complex process steps for end users.
  • Flexibility and agility, particularly in ambiguous situations, with a clear understanding of early-stage startup environments.
  • Ability to work cross-functionally across remote teams.
  • Practical problem-solving skills with a strong desire to understand challenges and find viable solutions.
  • Experience in creating process flows, policies & procedures, job aids, and training materials.
  • Strong project management skills, with the ability to manage multiple teams and projects in a high-pressure environment, including vendor management, budgeting, planning, logistics management, and communication.
  • Instructional design and content management skills.
  • Ability to thrive in a fast-paced, self-directed environment.
  • Highly organized with strong attention to detail.
  • 5+ years of experience in training and quality management, ideally within a contact center or production environment.
  • Healthcare experience is a must.
  • Proficiency in using Mac systems, Learning Management Systems, and G Suite applications.
  • Proven track record of implementing continuous quality improvement programs.
  • Excellent communication skills, both written and oral.
  • Strong presentation skills with the ability to create materials that tell a complete story.
  • Passionate about continuous process improvement and actively seeking practical solutions to business challenges.
  • Bachelor's degree in Business, Management, Finance, Math, Human Resources, Education, Healthcare, or equivalent professional experience.
  • Certification in CPHQ (Certified Professional in Healthcare Quality) is preferred but not required.
  • Willingness to travel up to 20%, with our corporate office located in Boston.

We can’t wait to learn more about you and meet you at Cohere Health

Equal Opportunity Statement:

Cohere Health is an Equal Opportunity Employer. We are committed to fostering an environment of mutual respect where equal employment opportunities are available to all. To us, it’s personal.

The salary range for this position is $100,000 to $135,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere 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 but not limited to qualifications for the role, experience level, skillset, and internal alignment.

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