Operations Program Manager

Summary

Join Included Health as an Operations Program Manager and play a critical role in launching strategic clients and leading complex projects within Member Care. You will ensure Member Care has the necessary tools and resources to support members, collaborating with leaders and cross-functional partners to resolve operational issues. This individual contributor role involves managing large-scale projects, representing Member Care to clients and stakeholders, and driving issue resolution. The ideal candidate is a curious, quick learner with strong problem-solving skills and a passion for improving healthcare. This role reports to the Senior Manager, Operational Transformation & Enablement.

Requirements

• 3+ years experience managing large, cross-functional projects
• 3+ years experience in an office or corporate environment
• 2+ years experience in healthcare, health plan or adjacent field
• 2+ years experience utilizing spreadsheet software (e.g. Excel, GSheets) and slide software (e.g. PowerPoint, Google Slides)
• Strong written and verbal communication with experience presenting to internal leadership and (desired) external clients/stakeholders
• Curious nature- wanting to dig in and understand root causes of problem
• Experience in customer/client-facing roles

Responsibilities

• Follow project management best practices to lead complex, large-scale cross-functional projects
• Lead the Member Care workstream for high-priority client launches, collaborating with Member Care leadership, Training, Quality, Knowledge Enablement and CaPS (Care Delivery, Planning and Strategy)
• Ensure Member Care has the tools, systems and processes in place and documented to meet the service delivery models of new clients and clients launching new products/services
• Represent Member Care in cultivating strong and healthy relationships with clients, insurance carriers and consultants
• Engage appropriate resources from Member Care to ensure successful launches, including but not limited to Training, Knowledge Enablement and Workforce Planning
• Own or identify owner to drive major issue resolution during launches or projects
• Lead process-development and problem-solving with external vendors and carriers
• Provide subject matter expertise on Care Team roles and functions

Preferred Qualifications

• Experience with Included Health’s Products and Services preferred
• Experience with health insurance standards and processes preferred

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