Operations Manager

Summary

Join Included Health as an Operations Manager and play a critical role in maintaining strong client relationships. This role bridges Client Success and Member Care, requiring collaboration to resolve and prevent issues. You will lead through influence, build relationships, and drive measurable results. The ideal candidate is curious, a quick learner, and passionate about process improvement and problem-solving, dedicated to providing exceptional customer service and improving healthcare outcomes. This individual contributor role reports to the Senior Manager of Operations Management. The position offers a competitive salary and a comprehensive benefits package.

Requirements

• 3+ years experience in an Operations, Project, or Program Management role
• 3+ years experience in Process Improvement- fluency in methodologies/approaches to identifying efficiencies/opportunities to remove waste
• Strong written and verbal communication across levels from leadership to front line teams, with demonstrated ability to communicate and contextualize complex topics in a relatable and coherent way
• Experience working with external clients and vendors to problem solve, improve processes, and gain efficiencies
• Strong analytical skills with demonstrated ability to mine and analyze data
• Ability to travel 10-15% of the time

Responsibilities

• Provide Member Care subject matter expertise support for the IH relationship with the client - be the face of Member Care with the client
• Be the point of contact for Client Success and keep them informed of status and potential pain points
• Partner with the Pod Manager, Quality Improvement, and other Member Care leaders to mitigate pain points for the client and monitor trends and escalation themes
• Own relationships with the client's external vendors/carriers as it pertains to Member Care Processes
• Ensure client documentation is kept up-to-date in partnership with Client Success and Knowledge Enablement
• Partner with Training to ensure customer-specific trainings are meeting the needs of the team
• Assist Quality Audit with any client audit requests
• Be a thought partner for Client Success and Member Care leadership

Preferred Qualifications

Experience in healthcare, healthtech, care navigation or health insurance

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
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• 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