Director, Strategy & Operations - Member Care Advocacy

Job Summary: 

As Head of Member Care Advocacy you oversee a large organization that is leading the way in creating a new way for people to experience healthcare. The Member Care Advocacy team is the front door to Included Health, charged with answering member services questions, to uncovering members’ unspoken needs, all while treating members with empathy and respect. This role is perfect for an experienced leader with demonstrated experience leading, and inspiring teams in a way that delivers consistent results. You will report to the Sr. Director of The Advocacy Team and will create and lead a cohesive vision and strategy for how the Member Care Advocacy can deliver value to our members and customers at scale.

Responsibilities:

• As Head of the Member Care Advocacy team, which is a geographically distributed team of 300+ agents and 20+ leaders; you will lead and coach a high functioning team, including multiple resource types (FTE, contract, outsource).
• You will be responsible for performance on a set of operational Goals, including customer-oriented Performance Guarantees and company-level OKRs.
• You will create and lead a vision for a multi-year roadmap for the Member Care Advocacy team, setting clear goals and milestones ensuring adherence with the overall Included Health business strategy
• You will responsibly scale business, including budget ownership and management of headcount in partnership with Workforce Management and Finance
• You will work with Care Team Leadership to ensure the team is supported from a quality, training, knowledge, and workforce management perspective. Ensure feedback loops are in place for continuous improvement. 
• You will oversee the design and implementation of programs aimed at improving member satisfaction, engagement, outcomes, and cost to serve.
• You will demonstrate strong client-level ownership, including direct interaction with customers in sales meetings, business reviews, and other client settings. Requires strong partnership with Client Success and Sales team and the ability to understand and translate customer specific goals into action for your team.
• You will partner with Engineering and Product teams to improve the member experience, member outcomes, and scale.

Experience:

• Bachelor's degree in Business, Education, Healthcare Administration, or a related field; advanced degree is a plus.
• 10+ years of experience in strategy, operations and change management, including at least 5 years in a leadership role and experience leading a large, multi-layered organization.
• Experience managing large, interdepartmental teams, preferably within the healthcare or customer service industry.
• Experience in management consulting, with experience using data to guide strategic decisions and improvements.

Skills:

• People management skills, with experience building strong teams.
• Promote vision and purpose, with a compelling strategy that motivates others to action.
• Experience communicating analytical findings for a range of different audiences.
• Experience building business cases, supporting thesis with numerical and qualitative analysis.
• See ahead to future possibilities and translating them into creative strategies.
• Deal constructively with problems that do not have clear solutions or outcomes.
• Willingness to travel up to 10-20%

Physical/Cognitive Requirements:

• Prompt and regular attendance at assigned work location.
• Capability to remain seated in a stationary position for prolonged periods.
• Eye-hand coordination and manual dexterity 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.
• Capability to work with leadership, employees, and members in an appropriate manner.

Pay:

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

Zone A: $138,380-195,470+ equity + benefits

Zone B: $ 159,137-224,791 + equity + benefits

Zone C: $ 172,975-244,338 + equity + benefits

Zone D: $ 179,894-254,111+ 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 you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of 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 great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.

Benefits & Perks:

In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more: 

Remote-first culture

401(k) savings plan through Fidelity

Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)

Paid Time Off ("PTO") and Discretionary Time Off (“DTO") 

12 weeks of 100% Paid Parental leave

Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.

Work-From-Home reimbursement to support team collaboration home office work 

Your recruiter will share more about the salary range and benefits package for your role during the hiring process.

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.

-----

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.