As our Head of Quality, Education & Member Experience you will amplify the impact Included Health has on our members by leading a team that is responsible for creating a new way for people to experience healthcare. This role is perfect for an experienced leader who is passionate about leading world-class teams, developing talent and driving results. This Director is a pivotal leader who will oversee the training, knowledge enablement, quality audit and service quality functions. This role is crucial in ensuring our teams are equipped with the knowledge, skills, and quality standards needed to deliver exceptional service across all of Included Health's offerings. The Director, Strategy & Operations - Quality, Education & Member Experience will create a cohesive strategy that enhances our service delivery and drives continuous improvement across the organization.
A key focus of this role is to improve the patient experience by developing and implementing strategies that ensure the delivery of world-class, high-value and empathetic support and service. The Director will be responsible for leveraging data-driven insights to understand patient needs and pain points, and subsequently own the roadmap to enhance patient satisfaction and outcomes. This roadmap will also address the care team experience, ensuring that our team members are supported, engaged, and equipped to deliver the best possible care.
Responsibilities:
- 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. Lead, coach, and develop a high performing team.
- 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.
Qualifications:
- 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 and leading team sizes of 20+.
- 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.
Additional Requirements:
- Ability to work in a fast-paced, dynamic environment with a high sense of urgency.
- Passion for our mission to elevate healthy outcomes for everyone, everywhere.
- Willingness to travel up to 10-20% as needed.
The United States new hire base salary target ranges for this full-time position are:
Zone A: $149,450 - $211,100+ equity + benefits
Zone B: $171,868 - $242,765 + equity + benefits
Zone C: $186,813 - $263,875 + equity + benefits
Zone D: $194,285 - $274,430 + equity + benefit
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 earning a base salary, this role is eligible for a performance-based bonus. Details of the Annual Bonus Plan, including performance metrics, target incentives, and potential earnings, will be discussed during the interview process.
In addition to receiving a competitive pay, the compensation package may include, depending on the role, the following:
- Remote-first culture.
- 401(k) savings plan through FidelityComprehensive 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.
- Up to $25,000 Fertility and Family Building Benefit 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 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 in accordance with the San Francisco Fair Chance Ordinance.
