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IT Help Desk team leader at Ironclad, managing support for technology needs and team collaboration. Overseeing technology policies and supporting executive leaders' assistance.
About the role
- Serve as the primary point of contact for all external clinical audits conducted by consultants and health plan partners.
- Manage the full audit lifecycle — planning, data collection, coordination with internal stakeholders, response development, and corrective action follow-up.
- Develop and maintain standardized audit processes, documentation, and tracking systems to ensure efficiency, consistency, and compliance.
- Summarize audit findings, identify root causes, and work with cross-functional teams to implement sustainable improvements.
- Design and lead QA programs to regularly evaluate the accuracy, consistency, and quality of member experiences across all touchpoints (clinical, operational, digital).
- Collaborate with the Member Experience, Operations, and Product teams to identify and close gaps between our intended and actual member journeys.
- Translate qualitative and quantitative insights into actionable improvements that enhance the clinical and emotional aspects of the member experience.
- Partner with Medical Economics to assess audit trends and translate findings into measurable business and clinical outcomes.
- Work with Product and Operations teams to ensure process enhancements and system changes align with clinical quality standards.
- Provide data-driven insights and recommendations to Clinical and Executive Leadership to inform strategic decision-making.
- Support regulatory, compliance, and accreditation efforts as needed.
Requirements
- Bachelor’s degree in Nursing, Health Administration, or a related clinical or healthcare field.
- 5+ years of experience in clinical audit management, healthcare/consultant quality, or clinical operations — ideally within payer, fertility, or managed care settings.
- Proven experience managing external audits and implementing corrective action plans.
- Strong analytical skills and familiarity with healthcare data and quality metrics.
- Excellent project management and cross-functional collaboration skills.
- Exceptional attention to detail and organizational abilities.
- Preferred: Master’s degree in a related field (e.g., MPH, MHA, MSN).
- Experience in fertility, reproductive health, or women’s health.
- Familiarity with healthcare quality frameworks (e.g., NCQA, URAC, CMS).
- Understanding of member journey mapping and experience measurement methodologies.
Benefits
- Family friendly benefits: Paid family and parental leave, preconception, fertility and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group
- Menopause and midlife care
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Learning and development programs to help you grow professionally and a mentorship program
- Company social events to include annual volunteer day and donation matching
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
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PT
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