[Remote] Client Success Portfolio Manager at Included Health

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

5+ years experience working with Fortune 500 clients with expertise in benefits and healthcare
Proven presentation skills and the ability to articulate a compelling value proposition, that delivers insights
Proven ability in managing difficult conversations with executive stakeholders
Proven experience in being accountable for decisions, actions, and processes needed to support long term client relationships
Proven experience analyzing and interpreting data and delivering insights that support value delivery for clients
Ability to travel up to 25%

Responsibilities

Supporting a portfolio of complex clients by working with CS Principals, CS Directors and the CS AVP
Consolidating client / member escalations for RCA, resolution, close loop communication and theme identification
Managing clients directly, when the team is over capacity or has attrition, and when CS Principals are on leaves of absence
Working collaboratively to progress retention and upsell work across the portfolio
Customizing client-specific reporting and marketing materials and generating insights to support client meetings including business reviews, strategy sessions, open enrollment, etc
Unifying and scaling client-facing resources across the team, reducing repetitive tasks managed by CS Principals
Leading Client Service Delivery (CSD) initiatives to improve effectiveness of TCO, to accelerate improvement of client and member experience
Developing project plans, proposals, and reports on progress
Developing clear, actionable content for TCO team to support consistent execution of tasks across the client lifecycle
Working cross-functionally leading workgroups in service of TCO CSD initiatives
Serving as the proxy for the CS portfolio and the CS AVP ensuring that client service delivery challenges are appropriately represented in the TCO CSD work
Gathering input from the team, sharing that input in workgroups focused on advancing CSD initiatives and keeping the AVP and team updated on priorities, progress, barriers and timelines

Skills

Included Health

Healthcare advocacy and specialized care services

About Included Health

Included Health focuses on enhancing the healthcare experience for individuals who often face challenges in accessing quality care. The company provides a variety of services, including primary care, behavioral health, and virtual care, ensuring that members receive timely and appropriate treatment. Their model emphasizes 24/7 on-demand care with a diverse group of providers, allowing for personalized support tailored to complex health needs. Unlike many competitors, Included Health prioritizes underserved populations and partners with employers and consultants to deliver comprehensive healthcare solutions that not only improve health outcomes but also help reduce costs. The ultimate goal of Included Health is to make quality healthcare accessible and understandable for everyone, particularly those who have been overlooked by traditional healthcare systems.

San Francisco, CaliforniaHeadquarters

2020Year Founded

$337.5MTotal Funding

GROWTH_EQUITY_VCCompany Stage

HealthcareIndustries

51-200Employees

Benefits

Along with comprehensive medical, dental and vision plans; all employee spouses and children can access Included Health services at no cost. For time off, take it when you need it with our unaccrued discretionary time off for all exempt employees.

Risks

Competition from Teladoc and Amwell threatens market share.

Post-merger integration challenges could affect service delivery.

Regulatory scrutiny on telehealth may impact operational flexibility.

Differentiation

Included Health offers integrated primary and behavioral health services.

They provide 24/7 on-demand care with diverse providers.

Their data-driven approach enhances healthcare outcomes and reduces costs.

Upsides

Rising demand for telehealth boosts Included Health's virtual care services.

Employers investing in healthcare benefits expand Included Health's client base.

Value-based care models align with Included Health's focus on outcomes.

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