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Senior Manager of QA at Headspace Health:

Location: Remote – United States

About the Senior Manager of QA at Headspace Health:

Headspace Health is the world’s most accessible and comprehensive digital mental health and wellbeing platform. Headspace Health will democratize mental health and wellbeing so people around the world are supported by a full spectrum of affordable care. In addition to its vast library of mindfulness and meditation content, our behavioral health system offers emotional support, guidance, therapy, and medication from professional coaches, licensed therapists, and psychiatrists, respectively.

Our mission is to create a world where mental health is never an obstacle. By harnessing the power and convenience of a smartphone, Headspace Health is able to provide access to high-quality care to anyone, anywhere, in order to reduce symptoms of stress, anxiety, and depression.

Headspace Health members receive a personalized care plan and the right level of care based on their needs – from self-management tools and coaching to therapy and psychiatry. The Headspace Health proprietary app delivers clinically validated self-care content, along with chat access to coaches and video access to therapists and psychiatrists.

Headspace Health is seeking a Senior Manager of Quality Assurance (QA) to oversee QA programs and manage QA Specialists across the care team. This position will ensure care is high-quality, effective, culturally responsive, based on best practice, and delivered in a consistent manner across the platform as we scale, while partnering closely with Training and Care Leadership to inform development of policy and procedures and training. The Senior Manager of QA will provide direct care, as well as rotating on-call phone coverage on weekends.

How your skills and passion will come to life at Headspace Health:

• Oversees QA across the care team (Coaching, Therapy, Psychiatry) to ensure that care is effective, ethical, culturally responsive, based on best practice and empirical evidence (when possible), consistent at each level of care, and delivered in accordance with relevant law
• Responsible for oversight and performance of a team of QA Managers and Specialists
• Responsible for identifying, scoping, and implementing improvements in QA programs, tools, processes, and staffing
• Effectively and intentionally collaborates cross-functionally with various stakeholders to support quality of care at scale, including and not limited to:
  • Collaboration with Care Operations to ensure mutual visibility into and understanding of relevant care metrics, as well as to inform quality improvement at the systems level
  • Collaboration with Product to strategize leveraging of tech systems and tools that minimize human effort and error, while improving effectiveness and efficiencies of QA programs and of delivered care
  • Collaboration with Research and Data Science teams to deepen understanding of care metrics, explore patterns and relevant questions about quality care, and to leverage their recommendations
  • Collaboration with Care Managers to inform performance improvement of providers
• Responsible for ensuring care is adequately measured and that Measurement Based Care is integrated across the platform, at every level of care
• Works closely with Care and Training Leadership to ensure QA data informs development of policy and procedure and is incorporated into performance management and training plans
• Attends consultation hours to support understanding of clinicians’ needs and performance and to build relationships with the network
• Responsible for maintaining, improving, and scaling collaboration across the care team to ensure members have an integrated experience, and that tools enable care staff to operate in a cohesive system
• Provide direct care to members (10%)

What you’ve accomplished:

• Demonstrated ability to effectively provide feedback to shape behavior, improve compliance, and manage change
• Demonstrated commitment to building a erse, equitable, inclusive team and ensuring that care is culturally responsive
• Comfort with tools and tech integral to QA processes (e.g., EMR; Google Suite, Looker, etc.)
• Ability to toggle between high-level systems thinking and highly detailed workflows
• Ability to effectively track and synthesize information from a variety of sources
• Demonstrated excellence in verbal and written communication skills, including ability to communicate across teams (e.g., Clinical, Engineering, Product)
• Demonstrated ability to manage and drive cross-functional projects, align stakeholders, identify and drive initiatives to completion, in order to support team and company goals
• Ability to work in a fast-moving, dynamic environment
• Deep experience with measurement-based care (e.g., PHQ9 and GAD7) and focus on outcomes

Required Education and Experience

• Doctorate in psychology or related field
• A clinical license to practice in good standing
• 5 years experience providing direct care in the field of mental health
• Experience managing QA processes and ensuring quality of services delivered

Preferred

• Bilingual (English/Spanish)
• Adolescent experience

About the Company:

Headspace Health is the world’s most accessible and comprehensive digital mental health and wellbeing platform. Headspace and Ginger have come together at a critical moment of global need. Headspace Health will democratize mental health and wellbeing so people around the world are supported by a full spectrum of affordable care. In addition to its vast library of mindfulness and meditation content, our behavioral health system offers emotional support, guidance, therapy, and medication from professional coaches, licensed therapists, and psychiatrists, respectively.

Our mission is to create a world where mental health is never an obstacle. By harnessing the power and convenience of a smartphone, Headspace Health is able to provide access to high-quality care to anyone, anywhere, in order to reduce symptoms of stress, anxiety, and depression.

How to get started:

If you’re excited by the idea of seeing yourself in this role at Headspace Health, please apply with your resume and a cover letter that best expresses your interest and unique qualifications.

How we feel about Diversity & Inclusion:

Headspace Health is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a erse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together.

As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability*, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering ersity across our workplace.

*Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Headspace Health. Please inform our Talent team if you need any assistance completing any forms or to otherwise participate in the application process.

Headspace Health participates in the E-Verify Program.

Headspace Health is committed to protecting the privacy and security of your personal data. Please view our privacy notice here.