For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Essential Duties and Responsibilities

Quality Auditing and Integrity Oversight

  • 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.

Outcomes and Experience Improvement

  • 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.

  • Support monitoring of emerging outcome measures (e.g., falls, hospitalization events, loneliness indicators, caregiver continuity metrics).

  • 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.

Training and Quality Enablement

  • 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.

Reporting and Quality Intelligence

  • 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.

Required Skills, Education and Certifications

  • 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.

Preferred Skills and Qualifications

  • Experience in home care, home health, senior care, healthcare services, or related service environments.

  • Experience auditing service quality or client experience processes.

  • Familiarity with outcomes monitoring, incident review, and predictive quality/risk models.

  • Experience supporting a high-reliability or continuous quality improvement culture.

  • Certification in healthcare quality (e.g., CPHQ) strongly preferred.

Physical Requirements

  • Ability to travel up to 15–20% as needed.

  • Ability to sit, stand, and work at a computer for extended periods.

  • Ability to lift and carry up to 15 pounds.

Benefits for full time employees

  • 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

TheKey is an equal opportunity employer. TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only:

In accordance with Article 2 of the California Health and Safety Code - California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of a non-exemptible crime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.