Clinical Strategy and Operations Manager

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.

Employment Type: Full-Time

About the Role

This role is an individual contributor. Adding horsepower to the strategy and operations of our clinical teams. Supporting new program development, service line transformation, and broad project management.

The ideal candidate has a passion for process, for cross-team collaboration, and is very detail oriented. You should be able to identify potential roadblocks, and proactively work to mitigate challenges by looping in the right SMEs and operational owners. You should be able to creatively problem solve, and also be a connection point between many different clinical services. You should be comfortable taking ownership of a complex problem and have a desire to proactively collaborate with leadership. You will develop a deep understanding of how our business operates, and identify ways we can improve.

Responsibilities

• Manage cross-functional projects:
  • Develop detailed project plans, including timelines and resource allocation.
  • Identify project milestones and KPIs.
  • Assign tasks and responsibilities to team members.
  • Ensure alignment between stakeholders and project objectives.
  • Own experiments, reporting and miscellaneous tasks that fall out of the scope of other program leaders.
• Anticipate program risks and build mitigation plans:
  • Develop and implement risk mitigation strategies.
  • Identify potential risks and assess their impact on the project.
• Coordinate with cross-functional stakeholders:
  • Regularly report on status to stakeholders.
  • Be the primary POC for other organizations needing clinical input.
• Lead change management across the clinical organization:
  • Lead the implementation strategy and operations implementation of large operational changes across the clinical services.

Example Projects

• Manage OKR process and ensure we’re reporting on them quarterly.
• Project manage new service launches by ensuring all work streams are being completed in a timely manner, and we’re anticipating blocks.
• Lead the operational transition of our navigation team to a new EHR.
• Own change management for the clinical service lines. Be the right hand of our clinical leaders as they implement change in their organizations while they also manage the day to day of the team (e.g., implementing attendance policies, or improve the ways we educate and up-skill our team).
• Be the project owner for smaller cross-clinical projects (e.g, testing out enrollment tactics in our new programs, reviewing clinical NPS surveys and leading the next steps, identifying KPIs for each team, etc.).

Required Qualifications

• At least 5 years experience in a fast-growing business managing cross-functional projects.
• Healthcare experience preferred.
• Bachelor’s degree required.
• Ability to organize, delegate, coordinate, consolidate and prioritize multiple simultaneous tasks in a team environment.
• Willingness and ability to provide mentoring, coaching, advice, and assistance to employees in a collaborative learning environment.
• Excellent oral and written communications skills.
• Excellent interpersonal and problem-solving skills.
• Comfort with data analysis (Looker preferred).
• Proficiency with AI productivity tools (e.g., ChatGPT) to enhance efficiency, streamline workflows, and accelerate deliverables.

Physical/Cognitive Requirements

• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate office equipment.