Operational Transformation Program Manager

This role is critical to the successful execution of Included Health’s Member Care strategy. The ideal candidate is skilled at finding efficiencies that result in bottom line impact, is fluent in all things process improvement and is strong in project leadership and planning. This role works collaboratively across our operations, clinical, product, data, design and engineering teams and THRIVES in ambiguity. This person will lead through influence, is strong at building relationships, has an innate sense of ownership and is able to drive measurable results. The right candidate is curious, a quick-learner, a self-starter and has a passion for identifying process gaps or inefficiencies and solving problems. An ideal candidate 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 Operational Transformation & Enablement.

• Prompt and regular attendance at assigned work location.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

• Identify opportunities to improve efficiency- keep eyes and ears open for improvement opportunities, but also proactively seek them out through observations and data analysis
• Act on process improvement opportunities; including but not limited to leading process improvement efforts and re-writing/re-designing process documents and job aids for the Member Care audience
• Measure and monitor effectiveness of process improvements
• Follow project management best practices to lead Member Care through complex, large-scale cross-functional projects
• Represent the point of view of Member Care in initiatives led by other teams such as Product or Clinical teams
• Partner with Care Team and Member Care Operations (Training, Knowledge, Member Care Support and Quality) to ensure Member Care has the tools, resources and processes in place to support members most effectively and efficiently
• Maintain a running portfolio of their work-  process improvements and initiatives along with status, timelines, barriers and risks
• Drive Member Care efficiencies while maintaining or improving quality of service/care
• Own or identify owner to drive major issue resolution during launches or projects

• 3+ years experience in a Project or Program Management role managing large, cross-functional projects
• 3+ years experience in Process Improvement- fluency in methodologies/approaches to identifying efficiencies/opportunities to remove waste
• Strong written and verbal communication across levels from leadership to front line teams, with demonstrated ability to communicate and contextualize complex topics in a relatable and coherent way
• Strong analytical skills with demonstrated ability to mine and analyze data

• Experience in healthcare, healthtech, care navigation or health insurance
• Lean or Six Sigma certification

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. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.