Quality & Training Specialist

About TailorCare

TailorCare is transforming the experience of specialty care. Our comprehensive care program takes a profoundly personal, evidence-based approach to improving patient outcomes for joint, back, and muscle conditions. By carefully assessing patients' symptoms, health histories, preferences, and goals with predictive data and the latest evidence-based guidelines, we help patients choose and navigate the most effective treatment pathway for them every step of the way.

TailorCare values the experiences and perspectives of individuals from all backgrounds. We are a highly collaborative, curious, and determined team passionate about scaling a high-growth start-up to improve the lives of those in pain. TailorCare is a remote-first company with our corporate office located in Nashville.

About the Role

The Quality & Training Specialist plays a key role in supporting TailorCare’s commitment to clinical and operational excellence. This position is primarily focused on quality assurance initiatives, including competency tracking, performance monitoring, call and documentation review, and process improvement efforts. The Quality & Training Specialist also supports training through occasional facilitation and by assisting with the development and maintenance of learning materials and SOPs. This cross-functional role requires close collaboration with operational teams to identify trends, uphold standards, and drive quality-focused initiatives.

Primary Responsibilities

Quality Assurance (75%)

• Conduct quality monitoring activities such as chart reviews, call listening, and documentation audits to assess performance and adherence to protocols.
• Maintain and update quality scorecards and performance reports to provide actionable insights to frontline managers and leadership.
• Identify trends, gaps, and areas of risk through data analysis and escalate significant issues to the Manager of Training & Quality and relevant stakeholders.
• Participate in root cause analysis and corrective action planning based on quality findings.
• Monitor and support compliance with documentation standards, SOPs, workflows, and regulatory guidelines.
• Track and support clinical competency assessments and ensure findings are documented and addressed appropriately.
• Assist in grievance handling processes, including documentation, data tracking, and identifying improvement opportunities.
• Collaborate with clinical and operational leaders to reinforce best practices and support quality coaching efforts.

Training Support (25%)

• Deliver targeted training sessions to support onboarding and skill-building across clinical and non-clinical roles (e.g., Care Coordinators, Care Advocates, Clinical Navigators, Health Coaches, and Member Support).
• Assist in developing and updating training content to ensure alignment with current quality standards and workflows.
• Help maintain the SOP and training repository to ensure accessibility and version control.
• Support tracking of training completions, assessments, and competency milestones.

Other

• Participate in special projects such as new market launches, system implementations, and workflow updates.
• Perform other duties as assigned.

Required Qualifications

• Bachelor’s degree in Education, Healthcare Administration, Clinical Operations, or related field.
• 3+ years of experience in clinical training, quality monitoring, or operational support roles within a healthcare environment.
• Familiarity with adult learning principles and quality improvement methodologies.
• Proficiency in learning management systems, Google Suite, and documentation tools.
• Strong communication, organization, and data analysis skills.
• Excellent presentation skills, with ability to effectively train diverse audiences.
• Ability to balance multiple priorities and work collaboratively across teams.
• Strong understanding of healthcare systems, care coordination, and population health management.
• Prior involvement in