The Operations Manager will enhance client relationships by resolving issues, driving results, and improving processes. This role requires strong communication, analytical skills, and experience in operations management and process improvement.
As an Operations Manager you will play a critical role in the long term success of our relationships with our clients. This role is responsible for bridging the gap between Client Success and Member Care. This person will partner with Client Success and Member Care leaders to resolve issues as they arise and proactively get ahead of issues before they occur. This person will lead through influence, is strong at building relationships, has an innate sense of ownership and is able to drive measurable results. The right candidate is curious, a quick-learner, a self-starter and has a passion for identifying process gaps or inefficiencies and solving problems. An ideal candidate is dedicated to providing world-class customer service and has a drive to improve healthcare and health outcomes.
This role is an individual contributor and reports directly to the Senior Manager of Operations Management.
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
Required Qualifications:
- 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
Preferred Qualifications:
- Experience in healthcare, healthtech, care navigation or health insurance
The United States new hire base salary target ranges for this full-time position are:
Zone A: $94,070 - $122,290 + equity + benefits
Zone B: $103,477 - $134,519 + equity + benefits
Zone C: $112,884 - $146,748 + equity + benefits
Zone D: $122,291 - $158,977 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share details of your geographic alignment upon inquiry.
In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following:
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
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
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