Senior Manager Member Care, Included Health Communities - Black Community Solution

Remote /
Patient Care – Care Team /
Full-time
Included Health Communities: 

Our Included Health Communities Products provide dedicated care concierge and guidance to members of specific communities, such as the LGBTQ+ and Black community, to ensure they benefit from highest-quality healthcare that meets their unique needs. By connecting people to culturally competent providers, and educating and advocating for them when they need it most, we strive to ensure everyone has access to equitable and inclusive healthcare. 

Our dedicated LGBTQ+ care concierge service empowers our members through education, connects them with high-quality culturally competent providers, and advocates for them when they need it most.

By developing a specialized healthcare solution for members of the Black community, we are working to remove barriers to care, improve the healthcare experience, and advance health equity for Black members nationwide. We are partnering with several leading Fortune 500 companies to develop this new care guidance and advocacy program and plan to launch the new product in 2022. 

The Role: 

We are seeking a passionate and knowledgeable leader to build and manage our Care Team focused on launching a first of its kind navigation and advocacy platform focused exclusively on the Black Community. You have experience building member service teams and have a track record of success for motivating your team members. You are able to think creatively to build strong systems and processes, leveraging your deep knowledge of unique health disparities facing the Black community, and effective advocacy tactics, to deliver a differentiated experience for our members. Additionally, you have a proven track record of managing team operations through monitoring of workflows and dashboards. You are naturally curious and passionate about advocating to advance health equity for the Black Community.

As the Senior Manager of Member Care for the Black Community Solution, you will work directly with the Director of Care Coordination for Communities as well as colleagues across operations, engineering and product development, and sales and customer success to launch this new offering. You will be responsible for creating the strategy for the end to end service delivery for Black Community Solutions members in partnership with the Director of Care Coordination for Communities. You will be passionate about our mission, a great team player, a self-starter with a bias for action, and committed to building and developing not only Included Health Communities’ care team, but also our organization. 

Responsibilities:

    • Hire, develop and lead a geographically distributed, high performing team of Care Coordinators focused on deliver the Black Community service offering 
    • Communicate a shared vision for your organization; and execute on that vision to drive business results and health outcomes
    • Develop scalable, repeatable training and onboarding practices for Care Coordinator hires focused on the Black Community Solution
    • Collaborate with the Director of Care Coordinator for Communities to revise and create workflows to support the needs of the Black Community solution members, drawing closely from current practices and lessons learned in launching the LGBTQ+ solution 
    • Serve as an Included Health Communities care team representative on customer-facing meetings 
    • Understand and translate customer specific goals into action for your team
    • Assure that staffing is appropriate for demand
    • Model our Included Health culture and values

Requirements:

    • Proven advocacy experience oriented towards improving health equity and access to healthcare for the Black Community 
    • Effusive passion for health equity and work to support underserved communities 
    • Direct experience leading Customer or Member Service oriented teams 
    • Business acumen and comfort applying data driven leadership to improve collective performance
    • Experience creating new processes and modifying existing processes to meet business needs
    • Excellent verbal and written communication skills
    • Minimum of 10 years professional experience; healthcare experience preferred
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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.