The Manager, Virtual Clinical Support, leads a team of nurses, medical assistants, and administrative team members supporting the virtual care practice. This role ensures clinical accuracy, quality, and adherence to performance targets supporting patient care. The manager drives process improvement, monitors individual and team performance metrics, implements updated workflows, leads change management initiatives, and fosters team development.
Responsibilities:
Primary Job Functions:
Responsible for interviewing, hiring, and onboarding new team members.
Clearly communicate job expectations to team members, and ensure they receive adequate training, and demonstrate competency in their respective roles.
Oversee and proactively guide each team member's performance, focusing on quality, productivity, and alignment with Included Health's core values.
Facilitate regularly scheduled 1:1s with team members, including mid and annual review meetings.
Accountable for meeting team objectives, goals, and service standards.
Monitor workflow performance to ensure the team is meeting clinician and patient needs.
May manage both exempt and non-exempt team members.
Daily Tasks
Serve as an escalation point for workflow questions/clarifications and complex cases
Foster a culture of accountability, continuous learning, and professional growth within the team.
Drive team engagement and retention.
Provide workflow management, guidance, coaching, and display subject matter expertise to support the team.
Monitor team dashboards to ensure service levels are achieved.
Review and adjust daily staffing levels and assignments based on workload.
Provide coaching, feedback, and disciplinary action to ensure team members reach full potential and team goals are achieved.
Assist with day-to-day work and direct patient care, when needed.
Other duties as assigned.
Project Management
In partnership with the director and clinical quality team, contributes to ongoing QA/QI work.
Analyze data and trends to identify performance gaps and process improvement opportunities.
Lead projects, in partnership with the director, that focus on improving the member experience, and optimizing team performance.
Collaborate cross-functionally with clinical leadership, service line leaders, and other key stakeholders to enhance and improve processes.
Key Performance Metrics
Performance will be evaluated based on:
Team performance - overall
Team engagement scores - pulse and perspectives survey
Individual performance - performance of individuals that report to manager
Required Qualifications:
Bachelor of Science in Nursing
Registered Nurse, in good standing with current state of licensure.
5+ years of clinical experience. (Previous experience in primary or ambulatory care setting and telehealth experience strongly preferred).
2+ years of people management experience in a clinical setting.
Preferred Qualifications:
Strong organizational and leadership skills, with experience driving engagement and accountability in a fast-paced setting
Professional, appropriate, effective, and tactful communication skills, including written, verbal and nonverbal.
Proficient in using Google Suite and other technology.
Proven ability to lead and manage teams effectively through periods of change.
Ability to be agile and balance multiple priorities while maintaining a positive and professional attitude.
Strong ambition and internal drive.
Physical/Cognitive Requirements:
Prompt and regular attendance at assigned work location.
Ability to remain seated in a stationary position for prolonged periods.
Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
Ability to interact with leadership, employees, and members in an appropriate manner.
The United States base salary range for this full-time position is $94,070 - $122,290 a year + equity + benefits .
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. Included Health reserves the right to modify these ranges in the future. For further information, please ask your Recruiter.
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
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
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.
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.
#LI-REMOTE
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.
