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Quality Integrity and Audit Manager
TheKeyQuality Integrity and Audit Manager at TheKey managing healthcare quality audits and compliance across client care and documentation. Collaborating with operations to enhance service quality and safety.
About the role
Key responsibilities & impact- Conduct structured audits of care documentation, service delivery practices, quality assurance visits, reassessments, and related quality indicators to evaluate adherence to standards and identify variation or risk
- Perform targeted audits related to client experience concerns, caregiver continuity disruptions, complaints, incident patterns, and escalation themes
- Review and validate integrity of key operational and clinical data, identifying documentation gaps, trends, and areas requiring follow-up
- Support development and refinement of audit tools, scoring frameworks, and monitoring methodologies aligned with enterprise quality priorities
- Participate in root cause analyses and trend reviews to identify systemic drivers of service issues and opportunities for prevention
- Oversee ongoing monitoring and analysis of Medallia feedback, Client Experience Alerts (CEAs), relevant WellSky tags, and other quality indicators to identify patterns, escalation risks, and opportunities for intervention
- Conduct routine audits and trend reviews of client experience signals, including dissatisfaction drivers, service recovery follow-through, and documentation associated with quality-related tags
- Partner with Operations and Quality leaders to ensure insights from Medallia, CEAs, and WellSky data are translated into corrective actions, coaching priorities, and systemic improvements
- Support development and maintenance of dashboards or scorecards tracking experience, integrity, and outcome indicators, escalating themes that may impact retention, safety, or service excellence
- Monitor consistency and integrity of quality-related tagging and documentation practices to improve reliability of reporting and downstream decision-making
- Analyze audit findings, experience data, and quality indicators to generate actionable recommendations that improve outcomes, safety, and retention
- Identify early signals associated with client dissatisfaction, service instability, or avoidable churn and escalate findings appropriately
- Collaborate with leaders to translate findings into improvement plans, process redesign, and risk reduction strategies
- Help strengthen feedback loops between audits, education, and field execution to promote continuous improvement
- Inform workforce development priorities by identifying recurring practice gaps or coaching opportunities emerging through audits
- Partner with training and quality leaders to support development of job aids, calibration tools, and learning interventions based on audit findings
- Contribute to a learning-oriented, non-punitive audit culture focused on reliability, excellence, and improvement
- Prepare routine and ad hoc reports summarizing audit trends, themes, risks, and improvement opportunities for leadership review
- Maintain dashboards and audit scorecards supporting quality monitoring and decision-making
- Contribute to development of predictive or proactive quality surveillance approaches, including use of technology-enabled monitoring tools
- Support special projects related to quality integrity, service reliability, and clinical excellence
- Other duties as assigned.
Requirements
What you’ll need- Bachelor’s degree required in Nursing, Social Work, Psychology, Public Health, Healthcare Administration, Gerontology, Human Services, or related field
- Master’s degree preferred
- Clinical licensure or relevant quality/compliance certification preferred (e.g., RN, LCSW, CPHQ, Lean Six Sigma)
- 3–5+ years of experience in healthcare quality, auditing, quality assurance, compliance, clinical operations, or performance improvement
- Demonstrated experience interpreting data, identifying trends, and translating findings into improvement recommendations
- Strong knowledge of quality improvement methods, root cause analysis, and audit methodology
- Excellent analytical, organizational, and written communication skills
- Ability to work collaboratively across departments and influence improvement through data and insight
- Proficiency in quality reporting tools, CRM/documentation platforms, and Microsoft Office Suite.
Benefits
Comp & perks- Medical/Dental/Vision Insurance
- TouchCare VirtualCare
- Life Insurance
- Health Savings Account
- Flexible Spending Account
- 401(k) Matching
- Employee Assistance Program
- PTO Plan for Non-Exempt Employees
- Flexible PTO Plan for Exempt Employees
- Holidays and Floating Holidays
- Pet Insurance
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
auditingquality assuranceroot cause analysisdata analysisquality improvement methodsaudit methodologyperformance improvementdocumentation practicesmonitoring methodologiespredictive quality surveillance
Soft Skills
analytical skillsorganizational skillswritten communicationcollaborationinfluencecoachingcontinuous improvementproblem-solvingattention to detailadaptability
Certifications
RNLCSWCPHQLean Six Sigma