Operations Manager

Work set-up: 
Full Remote
Contract: 
Full time
Work from: 
United States

Offer summary

Qualifications:

Minimum of 3 years experience in operations, project, or program management., Strong background in process improvement methodologies and approaches., Excellent written and verbal communication skills across organizational levels., Experience working with external clients and vendors to solve problems and improve processes..

Key responsibilities:

  • Serve as the Member Care subject matter expert and main contact for the client.
  • Collaborate with internal teams to address and prevent client pain points.
  • Maintain and update client documentation in partnership with relevant teams.
  • Support client audits and partner with leadership to improve member care processes.

Included Health logo
Included Health Large http://www.includedhealth.com
1001 - 5000 Employees
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Job description

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 quicklearner, a selfstarter and has a passion for identifying process gaps or inefficiencies and solving problems. An ideal candidate is dedicated to providing worldclass 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 clients external vendorscarriers as it pertains to Member Care Processes
  • Ensure client documentation is kept uptodate in partnership with Client Success and Knowledge Enablement
  • Partner with Training to ensure customerspecific 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 methodologiesapproaches to identifying efficienciesopportunities 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 1015% 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 fulltime 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 Healths commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.

    Starting base salary for the successful candidate will depend on several jobrelated 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 zones 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:

    Remotefirst 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
    WorkFromHome 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 highquality 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 inperson care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

    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.
    •

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Business OperationsProcess ImprovementAnalyticsProject ManagementCustomer Relationship ManagementHealth Care IndustryInsurance PoliciesHealth Sciences

    Other Skills

    • Analytical Skills
    • Communication
    • Problem Solving
    • Leadership
    • Teamwork
    • Customer Service
    • Quick Learning
    • Curiosity
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