Director - Strategy and Operations, Quality, Education and Member Experience

September 17

Apply Now

Receive Emails with Similar Jobs

Included Health

WebsiteLinkedInAll Job Openings

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation$1. .$1

1001 - 5000

Description

• Serve as company-expert on patient/member experience: performance, themes, opportunities, strengths. • Head of Quality Assurance, Quality Audit, Quality Improvement, Member Experience, Member Care Analytics, Training and Knowledge Enablement. • Ownership over 18-month roadmap to enhance patient/member and care team experiences, setting clear objectives and milestones ensuring alignment with the overall Included Health business strategy. • Serve as responsible leader for company-level OKRs related to patient/member experience. • Work closely with Care Team Leadership to ensure that quality standards are consistently met and that feedback loops are in place for continuous improvement. • Oversee the design and implementation of initiatives aimed at improving patient satisfaction, engagement, and outcomes. • Partner with Engineering and Product teams to drive improvements in patient experience. • Drive development and ongoing maintenance of quality and efficiency dashboards utilized by various business stakeholders. • Stay abreast of industry trends and best practices in Training & Education, Patient/Member experience and Knowledge Enablement.

Requirements

• 10+ years of experience in quality improvement and change management, including at least 5 years in a leadership role. • Proven experience in managing large, cross-functional teams in a fast-paced, high-touch environment, preferably within the healthcare or customer service industry. • Experience in management consulting, with a strong track record of using data to drive strategic decisions and improvements. • Strong leadership and people management skills, with a track record of building high-performing teams. • Drives vision and purpose, with a compelling strategy that motivates others to action. • Excellent communication skills, both verbal and written, with the ability to engage and influence stakeholders at all levels. • Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improve processes. • Strategic mindset, seeing ahead to future possibilities and translating them into breakthrough strategies. • Manages ambiguity, and is able to deal constructively with problems that do not have clear solutions or outcomes. • Bachelor's degree, preferably in Business, Education, Healthcare Administration, or a related field; advanced degree is a plus.