Director, Advocacy Enablement

About Included Health

Included Health is dedicated to simplifying healthcare and maximizing benefits for individuals and families. We provide innovative solutions for medical benefit navigation, employer-provided benefits navigation, telehealth – ensuring our members receive the personalized support and guidance they need to make informed healthcare decisions. We are committed to a member-centric approach, driven by our highly skilled and compassionate Member Care Team.

Role Overview

As our Head of Training, Knowledge Enablement & Quality Coaching, you will amplify the impact Included Health has on our members by leading a team that is responsible for supporting and enabling our Member Care Advocacy Team. Reporting to the Senior Director of Member Care Operations, this individual will be a leader of leaders and will ensure that our Member Care Advocates are equipped with the expertise, skills, feedback and resources required to deliver exceptional support across our diverse service offerings.

This is a pivotal leadership role and will set the strategic vision and oversee the execution of all learning, knowledge, and quality coaching initiatives for our Member Care Team. This individual will lead, mentor, and empower a team of three program leaders: a Senior Manager of Training, a Manager of Knowledge Enablement, and a Manager of Quality Coaching.

Key Responsibilities

• Training Oversight: Provide strategic direction and oversight to the Senior Manager of Training, ensuring the development and implementation of robust onboarding, ongoing education, and specialized upskilling programs, ensuring alignment with organizational goals and evolving industry needs within healthcare and benefits.
• Knowledge Management: Guide the Manager of Knowledge Enablement in establishing and maintaining a best-in-class knowledge management strategy, ensuring Member Care Advocates have timely access to accurate and comprehensive information.
• Quality Coaching: Lead the Manager of Quality Coaching in designing and executing a holistic quality assurance and coaching framework that drives consistent, high-quality member interactions and continuous performance improvement.
• Team Leadership: Coach, mentor, and develop direct reports, fostering their growth as strategic program leaders. Empower direct reports to own the strategy and execution of their respective programs, providing guidance, removing roadblocks, and ensuring cross-functional alignment.
• Stakeholder Partnership: Serve as a key strategic partner to Advocacy Team leaders, clinical teams, GB&E, TAO, EPDD, IT and other stakeholders, translating business needs into actionable learning, knowledge, and quality strategies.
• Communication: Communicate often and effectively with internal partners ensuring strong org-wide understanding of significant programmatic efforts and KPI performance.
• Integration: Ensure seamless integration of new service offerings, benefit changes, and policy updates into training, knowledge, and quality frameworks through effective collaboration with relevant departments.
• Performance Measurement: Establish overarching KPIs and metrics to measure the effectiveness and ROI of all training, knowledge, and quality programs, as managed by the respective program leads.
• Continuous Improvement: Drive a culture of continuous improvement, challenging the status quo and fostering innovative solutions within each program area.
• Client Representation: Represent operations in external meetings with prospective and current clients, demonstrating strong client-level ownership.

Qualifications

• Education: Bachelor's degree required; Master's degree preferred.
• Experience: Minimum of 5-7 years of experience in a leadership role with at least 2 years managing other managers or senior individual contributors.
• Industry Experience: Demonstrated experience in a healthcare, health benefits, or related highly regulated industry is highly preferred.
• Strategic Expertise: Proven expertise in overseeing strategy and execution across multiple disciplines.
• Leadership Skills: Exceptional strategic thinking, leadership, and executive coaching skills.
• Communication Skills: Outstanding verbal and written communication, presentation, and interpersonal skills, with the ability to influence and persuade at all levels of the organization.