Remote Director, Strategy & Operations

Summary

Join Included Health as our Head of Quality, Education & Member Experience and lead a team responsible for creating a new way for people to experience healthcare. This role involves improving the patient experience, owning an 18-month roadmap to enhance patient/member and care team experiences, and working closely with Care Team Leadership to ensure quality standards are consistently met.

Requirements

• 10+ years of experience in quality improvement and change management, including at least 5 years in a leadership role
• Proven experience in managing large, cross-functional teams in a fast-paced, high-touch environment, preferably within the healthcare or customer service industry
• Experience in management consulting, with a strong track record of using data to drive strategic decisions and improvements
• Strong leadership and people management skills, with a track record of building high-performing teams
• Drives vision and purpose, with a compelling strategy that motivates others to action
• Excellent communication skills, both verbal and written, with the ability to engage and influence stakeholders at all levels
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improve processes
• Strategic mindset, seeing ahead to future possibilities and translating them into breakthrough strategies
• Manages ambiguity, and is able to deal constructively with problems that do not have clear solutions or outcomes
• Bachelor's degree, preferably in Business, Education, Healthcare Administration, or a related field; advanced degree is a plus

Responsibilities

• Serve as company-expert on patient/member experience: performance, themes, opportunities, strengths
• Head of Quality Assurance, Quality Audit, Quality Improvement, Member Experience, Member Care Analytics, Training and Knowledge Enablement
• Ownership over 18-month roadmap to enhance patient/member and care team experiences, setting clear objectives and milestones ensuring alignment with the overall Included Health business strategy
• Serve as responsible leader for company-level OKRs related to patient/member experience
• Work closely with Care Team Leadership to ensure that quality standards are consistently met and that feedback loops are in place for continuous improvement
• Oversee the design and implementation of initiatives aimed at improving patient satisfaction, engagement, and outcomes
• Partner with Engineering and Product teams to drive improvements in patient experience
• Drive development and ongoing maintenance of quality and efficiency dashboards utilized by various business stakeholders

Preferred Qualifications

• Ability to work in a fast-paced, dynamic environment with a high sense of urgency
• Passion for our mission to elevate healthy outcomes for everyone, everywhere

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off ("PTO") and Discretionary Time Off ("DTO")
• 12 weeks of 100% Paid Parental leave
• Up to $25,000 Fertility and Family Building Benefit
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off ("VTO") Per Year To Volunteer with Charitable Organizations