Associate Clinical Quality Director - Client Launch

Employment Type: Full-Time

Position Overview

At Included Health, we are committed to delivering exceptional health outcomes to patients, ensuring equitable access to high-quality care. The Associate Clinical Quality Director - Client Launch role is critical in ensuring the successful implementation of new clinical services and maintaining the highest standards of quality and compliance. This role combines leadership, project management, technical expertise, and quality assurance to support seamless service launches, minimize errors, and optimize program implementation.

You will oversee new client launches with any Population Health services, including Care and Case Management (CCM), Utilization Management (UM), Specialty, and Navigation services. Additionally, you will drive quality assurance efforts, support continuous improvement initiatives, and provide client audit and accreditation support. This role requires a detail-oriented, systems-focused leader with strong technical, analytical, and communication skills, who thrives in a dynamic and fast-paced environment.

Responsibilities

Dedicated Launch Support

• Lead and manage new client launches for any Population Health services, ensuring smooth transitions, successful program implementation, and client confidence.
• Oversee initial member engagement to ensure all technical and operational aspects are aligned.
• Oversee clinical transitions of care from historical providers to ensure members receive seamless support.
• Collaborate with internal teams and represent Included Health with external stakeholders (including carriers, clients, or third parties) to meet client expectations and organizational goals.
• Identify and address potential risks or gaps during the launch process, ensuring minimal errors and optimal outcomes.
• Augment and automate launch processes with technology optimizations and AI to improve efficiency, reduce errors, and enhance scalability.

Audit Reviews, Quality Assurance, and Continuous Improvement

• Conduct detailed reviews of calls and cases to prepare for internal and external audits or reviews, synthesizing findings and communicating results to leadership to ensure alignment with quality/compliance standards.
• Collaborate with internal audit teams to develop remediation plans for audit findings and ensure ongoing compliance with client and regulatory requirements.
• Perform quality assurance reviews, including random chart and call audits, to evaluate clinical performance and identify improvement opportunities.
• Utilize AI and technology to support scalable quality assurance, enabling efficient and comprehensive evaluations of clinical workflows and outcomes.
• Partner with clinical and operational leaders to implement quality improvement initiatives and address identified gaps.
• Analyze quality metrics to ensure compliance with organizational standards and client requirements.
• Support the integration of artificial intelligence (AI) and technology to enhance clinical decision support and improve care delivery.

Cross-Functional Collaboration

• Work closely with engineering, product, and clinical teams to support the safe and effective integration of technology into clinical workflows.
• Collaborate with client affairs, clinical performance and effectiveness, and operational teams to align quality initiatives with client and organizational goals.
• Represent the Clinical Quality and Safety team in client meetings, escalations, and audits, serving as a trusted advisor on quality and service implementation matters.

Other Responsibilities

• Strictly adhere to security and HIPAA regulations to protect patient information.
• Model organizational values through humility, curiosity, and a commitment to excellence.
• Travel approximately 5-10% for internal meetings, client engagements, and audits.

Qualifications

Required:

• Nurse Practitioner (NP) or Physician Assistant (PA) with a current unrestricted U.S. license.
• Minimum of 5+ years of experience in healthcare quality, service imple