Operations Manager

Employment Type: Full-Time

Position Overview

As an Operations Manager, you will play a critical role in the long-term success of our relationships with our clients. This role is responsible for bridging the gap between Client Success and Member Care. You will partner with Client Success and Member Care leaders to resolve issues as they arise and proactively get ahead of issues before they occur. The ideal candidate leads through influence, is strong at building relationships, possesses an innate sense of ownership, and can drive measurable results. You are curious, a quick learner, a self-starter, and have a passion for identifying process gaps or inefficiencies and solving problems. This role is dedicated to providing world-class customer service and has a drive to improve healthcare and health outcomes.

This role is an individual contributor and reports directly to the Senior Manager of Operations Management.

Responsibilities

• Provide Member Care subject matter expertise support for the IH relationship with the client, acting as the face of Member Care with the client.
• Serve as the point of contact for Client Success, keeping them informed of status and potential pain points.
• Partner with the Pod Manager, Quality Improvement, and other Member Care leaders to mitigate pain points for the client and monitor trends and escalation themes.
• Own relationships with the client's external vendors/carriers as it pertains to Member Care Processes.
• Ensure client documentation is kept up-to-date in partnership with Client Success and Knowledge Enablement.
• Partner with Training to ensure customer-specific trainings are meeting the needs of the team.
• Assist Quality Audit with any client audit requests.
• Act as a thought partner for Client Success and Member Care leadership.

Required Qualifications

• 3+ years of experience in an Operations, Project, or Program Management role.
• 3+ years of experience in Process Improvement, with fluency in methodologies/approaches to identifying efficiencies/opportunities to remove waste.
• Strong written and verbal communication skills across all levels, from leadership to front-line teams, with a demonstrated ability to communicate and contextualize complex topics in a relatable and coherent way.
• Experience working with external clients and vendors to problem-solve, improve processes, and gain efficiencies.
• Strong analytical skills with a demonstrated ability to mine and analyze data.
• Ability to travel 10-15% of the time.

Preferred Qualifications

• Experience in healthcare, healthtech, care navigation, or health insurance.

Compensation

The United States new hire base salary target ranges for this full-time position are:

• Zone A: $94,070 - $122,290 + equity + benefits
• Zone B: $103,477 - $134,519 + equity + benefits
• Zone C: $112,884 - $146,748 + equity + benefits
• Zone D: $122,291 - $158,977 + equity + benefits

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 receiving a competitive base salary, the compensation package may include, depending on the role, the following:

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disab