Quality Assurance Policy & Program Coordinator

Job Description

Job Description

Quality Assurance Policy & Program Coordinator

TimelyCare

TimelyCare is a clinically accountable virtual care provider built specifically for education. Trusted by nearly 500 campuses across the U.S., TimelyCare combines URAC-accredited clinical standards with a measurement-based approach and a partnership-first model to help institutions champion well-being with clarity, accountability, and real-world impact. Through a seamless, easy-to-access platform, TimelyCare offers a comprehensive range of services, including a crisis line, mental health counseling, on-demand emotional support, medical care, psychiatric care, health coaching, success coaching, basic needs assistance, faculty and staff guidance, peer support, and self-guided wellness tools. TimelyCare drives clinically validated improvements in depression and anxiety, supporting healthier learning environments.

The Role

TimelyCare is seeking a Quality Assurance Policy & Program Coordinator to join the Clinical Excellence team. This role is responsible for ensuring TimelyCare’s policies, procedures, practice guidelines, and related documentation remain current, accurate, organized, and aligned with company objectives, regulatory expectations, accreditation standards, and operational needs.

This position will also support the collection, review, analysis, and interpretation of operational data, investigate clinical occurrences, and assist the Quality Assurance Program Manager in the maintenance of the Quality Assurance Program and Committee. In addition to leading policy and procedure coordination, this role supports day-to-day QA program activities, including committee preparation, quality documentation, data collection, audit support, incident review, performance improvement initiatives, and regulatory readiness.

Success in this role requires strong writing and editing skills, exceptional attention to detail, sound judgment, organization, and the ability to communicate clearly across clinical, operational, administrative, and leadership teams. This position is ideal for a quality-minded professional who enjoys maintaining structure, supporting continuous improvement, and helping teams stay ready, aligned, and compliant.

Location:

This is a remote position. Reviewing candidates across the country.

What You Will Do

• Own the maintenance, organization, review cycle, and development of TimelyCare policies, procedures, practice guidelines, and related QA documentation.

• Track policy review timelines, outstanding revisions, approvals, and version control to support continuous readiness.

• Works with the training department to create and implement training material as needed to aid in educating employees and providers on policies, procedures, and practice guidelines.

• Communicates and presents information effectively to groups and/or individuals with all levels of staff and leadership.

• Collects and manages data essential for measuring improvement.

• Prepares committee background materials, agendas, memos, minutes, and reports for the Quality Assurance / Quality Improvement Committee as directed.

• Provides feedback and support for each service line to assist in maintaining a state of continuous readiness for visits/surveys/investigations conducted by external agencies (e.g. URAC, NCQA, etc.)

• Performs assessments of quality related issues and risks. Support root cause analysis efforts and help monitor action plans related to quality events, complaints, incidents, or identified gaps.

• Participates in internal and external audits and inspections.

• Partners with management teams to align compliance with the company's objectives.

• Acts as a role model for excellence in care and shows a high degree of professionalism.

• Participates in multidisciplinary project activities.

• Attends and participates in meetings with management staff as requested.

• Assists the QA Program Manager in preparing for regulatory surveys by instructing staff on matters of compliance and licensure, and immediately correcting problems noted by surveyors.

• Assists QA Program Manager in preparing and documenting actions related to the Quality Assurance / Quality Improvement Committee.

Who You Are

• Precision, accuracy, and high attention to detail in all aspects of work.

• A strong writer and editor who can translate complex clinical, operational, regulatory, or process information into clear, usable documentation.

• Comfortable maintaining policy and procedure systems, tracking review cycles, and ensuring documentation is accurate, consistent, and current.

• Demonstrates the ability to effectively prioritize daily tasks and projects while adapting to shifting priorities to meet the evolving needs of the Quality Assurance team.

• Ability to develop professional presentations and confidently lead meetings with cross-functional peers and organizational leadership.

• Effective and efficient use of time with experience in project management.

• Communicate and collaborate using excellent interpersonal skills.

• Experience in evidence-based medicine and mental health modalities, including research, literature search methods and programs.

• Positive, professional demeanor is projected through verbal and non-verbal communications, ideas and suggestions should be clearly communicated.

• Has experience in Continuous Quality Improvement (CQI) activities and initiatives.

• Able to synthesize information, identify gaps, escalate concerns, and support practical solutions.

• Comfortable working with data, dashboards, reports, audits, and documentation review processes.

• Relationships with staff in other work areas are fostered to meet internal and external customer needs.

• Change is met with positive and supportive behavior.

• Professional, dependable, and able to handle sensitive information with discretion.

What You Bring

• Minimum 2 years of experience in healthcare quality assurance, quality improvement, risk management, policy and program development, regulatory compliance, healthcare operations or a related field required.

• Bachelor’s degree in Healthcare Administration, Nursing, Public Health, Social Work, Counseling, Business Administration, or a related healthcare field required.

• Active clinical license, such as RN, LCSW, LPC, LMFT, or similar, preferred but not required.

• Knowledge of URAC, NCQA, The Joint Commission, CMS, HIPAA, or other healthcare accreditation and regulatory standards preferred.

• Experience and proficiency in G-Suite, PDFs, Word, Excel, and PowerPoint; proficient in creating forms and documents.

• Skilled in creating summary spreadsheets, documents, and presentations.

• Healthcare customer service experience preferred.

Benefits + Perks

• Paid Company Holidays + No work on your birthday!

• Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community

• Variable bonus eligibility on a quarterly basis

• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance

• Company-paid group Life Insurance + Company-paid Short Term Disability

• Concierge benefit support services

• 401(k) with employer match

• Free access to TimelyCare virtual medical and mental health support

• Mission-Driven Purpose with a Supportive Team Culture

The salary range for this opportunity is $65,000-$70,000 per year, depending on education and experience. This is the base pay. You will be eligible for a discretionary bonus in addition to the base pay, to be discussed during the interview process.

TimelyCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.