Quality Control & Performance Manager

PocketRN

Company Overview

PocketRN is the first telehealth startup built specifically for nurse-led care, with a mission to close the gap between home and healthcare by enabling patients to meet virtually with specialized nurses. We have a phenomenal team (ex-Qualtrics, Stanford Healthcare, Intermountain, Team Select, etc.) and an exceptional investor group of healthcare-focused VCs and former and current CEOs of top public healthcare companies.

About the Role

The Senior Quality Control (QC) Specialist plays a critical role in ensuring high-quality, consistent, and accurate patient experiences across PocketRN’s intake, operations, and care access workflows.

This is a non-clinical role focused on evaluating and improving the quality of work performed by Intake Specialists, Intake Operations and Care Access team members. The role is responsible for conducting case reviews, call shadowing, and documentation audits, while identifying trends and translating findings into actionable insights for leadership.

The Senior QC Specialist acts as a key partner to Intake and Care Access managers by creating feedback loops that drive coaching, performance improvement, and operational consistency. This role also contributes to the development of quality standards, training content, and process improvements that enhance both patient experience and operational efficiency.

This is a highly analytical, detail-oriented, and collaborative role, requiring strong judgment, communication skills, and a deep understanding of intake workflows in a healthcare or virtual care environment.

Schedule

9am-5pm (standard in their time zone)

Key Responsibilities

Quality Reviews & Case Audits

• Build out audit tools to align with training and expectations

• Conduct regular reviews of intake cases, including documentation, workflows, and patient records.

• Evaluate adherence to intake processes, accuracy standards, and SLAs.

• Identify errors, inconsistencies, or opportunities for improvement.

Call Shadowing & Interaction Evaluation

• Monitor and evaluate inbound calls, onboarding calls, and patient interactions.

• Assess communication quality, clarity, empathy, and accuracy of information provided.

• Monitor, evaluate, and report on the quality of patient intake through chart audits, data collection, and quality metrics.

• Ensure consistency in how PocketRN programs (including GUIDE) are explained.

Trend Analysis & Reporting

• Aggregate findings from QC reviews to identify patterns and trends.

• Analyze data across individuals, teams, and workflows.

• Collaborate with leadership to develop and implement quality improvement initiatives.

• Develop weekly or monthly quality reports highlighting key insights and risks.

• Review and investigate incident reports, adverse events, and patient or partner complaints.

• Prepare reports and participate in Quality Control and Performance Improvement (QCPI) meetings.

Manager Feedback & Coaching Support

• Partner with Intake team managers to share findings and insights.

• Provide specific, actionable feedback that can be used for coaching and performance management.

• Support calibration across managers to ensure consistent quality expectations.

Process Improvement & Enablement

• Identify systemic issues impacting quality, including:

  • Workflow inefficiencies

  • Documentation gaps

  • Training opportunities

• Contribute to the creation, refinement, and ongoing maintenance of QC processes, scorecards, and intake protocols to ensure they remain aligned with evolving workflows and operational needs

• Provide education and training to staff on quality standards, documentation practices, and compliance.

Success Metrics for the Role

Performance in this role may be evaluated based on:

• Quality scores across Intake & Engagement teams

• Reduction in documentation errors or inconsistencies

• Improvement in patient interaction quality (call evaluations)

• Identification and resolution of systemic quality issues

• Effectiveness of feedback loops and coaching insights

• Adoption and impact of QC processes and frameworks

• Consistency of quality standards across team members

Minimum Qualifications

Experience

• 3–5 years of experience in healthcare operations, intake coordination, care access, or similar roles.

• Bachelors degree is a plus

• 2-4 years experience in quality control, auditing, or performance evaluation preferred.

• Strong understanding of intake workflows, patient onboarding, and care coordination processes.

• Experience in telehealth, virtual care, or healthcare operations environments preferred.

Data & Analytical Skills

• Strong ability to analyze qualitative and quantitative data to identify trends.

• Experience working with performance metrics, or audit frameworks.

• Comfortable using tools such as Google Sheets / Excel to track and summarize findings.

Communication & Coaching Skills

• Ability to provide clear, constructive, and actionable feedback.

• Strong written and verbal communication skills.

Core Skills & Attributes

• Analytical & Pattern Recognition Skills:
  Ability to analyze qualitative and quantitative data across cases and calls to identify trends, root causes, and opportunities for improvement.

• Attention to Detail & Quality Standards:
  Maintains a high level of precision when reviewing documentation, workflows, and patient interactions to ensure consistency and accuracy.

• Critical Thinking & Root Cause Analysis:
  Goes beyond surface-level issues to identify underlying drivers of performance gaps and operational inefficiencies.

• Clear & Constructive Communication:
  Delivers feedback in a structured, actionable, and professional manner that supports coaching and performance improvement.

• Influence Without Authority:
  Effectively partners with managers and team members to drive adoption of feedback and improvements without direct reporting authority.

• Process & Systems Thinking:
  Understands how workflows, tools, and team behaviors interact, and identifies opportunities to improve system-level performance.

• Quality Framework Ownership:
  Contributes to the development, refinement, and maintenance of QC scorecards, protocols, and standards to ensure alignment with evolving processes.

• Coaching Enablement Mindset:
  Focuses on enabling managers with actionable insights that drive measurable improvements in team performance.

• Collaboration & Cross-Functional Alignment:
  Works closely with Intake, Care Access, and leadership teams to ensure consistent quality expectations and alignment across functions.

Benefits

We feel it is essential to invest in benefits that enable our employees to live healthy and full lives, including:

• Opportunity for professional development and career growth

• Ability to work from the comfort and convenience of your home. We are a fully remote company.

• Generous PTO

• Highly competitive health, vision, and dental insurance coverage for a startup at our stage.