As a Manager of the Connected Care Assistant (CCA) Team, you are responsible for leading and inspiring a team that provides amazing care, and produces better health outcomes for our patients. You’ll be responsible for developing and growing a team of high performing and highly engaged Connected Care Assistants as well as ensuring a high quality patient experience within our service level agreements. As healthcare is a quickly evolving and changing industry, you will lead your team through these changes to ensure their ongoing success. Our CCA’s have a demanding job, but the demands are worth the rewards. This is one of those rare opportunities where your leadership will help save lives, and truly enrich others.

In Your First 30 Days

• Onboard with Grand Rounds team in Lewiston, and engage in internal learning
• Meet with each of your direct reports, assess their capabilities, understand their motivators and report back to your direct supervisor
• Explore past employee engagement survey data to gain insight on how to lead and inspire your team 
• Learn the process and product; demonstrate proficiency in managing a care plan, develop concierge referrals, navigate member’s benefits, and effective member engagement strategies

In Your First 60 Days

• Plan an event for team building 
• Demonstrate knowledge of teams performance via KPIs
• Demonstrate ability to use reporting software to manage day to day team activities 
• Demonstrate ability to recommend changes to enhance care delivery efficiency while maintaining a high quality of care
• Take ownership of a change, issue or event and drive through to resolution 

In Your First 90 Days

• Identify a process (either in Product or outside) that you feel is operationally burdensome and propose a solution to reduce operational overhead 
• Demonstrate an ability to skillfully and effectively work with team members across Patient Care, Engineering and Product 
• Demonstrate ability to manage an independent project (in addition to day to day duties)
• Participate in quarterly people review, leading discussion for team member development & promotions with justifications as applicable.
• Ability to understand and articulate company and department level goals and how you and your team contribute towards those goals. 

Responsibilities

• Lead a team of CCA’s in multiple locations (Reno, NV and Lewiston, ME, remote) and serve on the local Lewiston Leadership Team
• Ensure your team is challenged, motivated, and effectively serving our patients 
• Manage your team’s performance; specifically quality, accordance to established SLAs, patient satisfaction, and program outcomes
• Promote continuous improvement; recommending people, process and tools/software changes to meet or exceed department goals and add value to our customers/patients
• Model a culture reflective of our Core Company Values; gain and maintain a thorough understanding of the Patient Care Team policies, processes, software, etc.
• Advance our “Best Place to Work” culture built on trust balanced with performance excellence
• Keep up-to-date on the latest patient/customer support technologies and industry trends to aid in our scaling efforts
• Provide 1:1 supervision with CCA’s that focuses on performance enhancement and career development

Requirements

• At least 5 years of people management experience 
• College degree preferred (additional experience in lieu of college degree will be considered)
• Licensure in related field highly desirable
• Prior clinical or case management experience required
• Experience in Customer Service, Health Care, or Operations
• Experience creating new processes and modifying existing processes to meet business needs
• Experience with a CRM or omni-channel service platform preferred
• Experience hiring and developing talent across multiple locations
• Proven track record of driving measurable efficiency results
• Demonstrated ability to meet goals in a rapidly changing environment
• Ability to forge new relationships across departments
• Excellent data and overall analytical skills

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.