Sr. Manager, CCP Member Care
Remote
Member Care – Member Care /
Full-time /
The Program
Included Health offers a transformative care and case management model with our Connected Care Program (CCP). Our program addresses the ongoing clinical needs of members with a robust, physician-led, multidisciplinary Included Health care team that supports a range of administrative and clinical needs. This high-touch, clinical care coordination and support service is offered to a specific population, from low/rising risk to high complexities and members with acute episodic needs.
The Role
As a Senior Manager on the Included Health Member Care Team, you will be a key member of the operational care leadership team. You are responsible for leading and inspiring a team that supports members through referral processes, member support, longitudinal care, and advocacy. In this role, you will work in partnership with your managers/supervisors, leaders and peers across the organization. You will be responsible for ensuring your team is delivering coordinated, effective, and patient-centered care, ultimately leading to satisfied and delighted customers. Hard measures of your success will include your team meeting company OKRs and customer expectations and/or performance guarantees. Soft measures will include your ability to elevate the overall performance of the teams.
We are looking for someone who:
Believes in the power of teamwork and the importance of team leadership
Will take accountability for their team’s results
Has a growth mindset who is excited about stretching their career and taking it to the next level as a leader
Is willing to take risks to accomplish more than has been done before.
Can cultivate close partnerships with colleagues across the care team, engineering, product development, training, sales and customer success
Is mission driven and is able to define and drive the team’s strategy
Loves to mentor and lead and is as comfortable rolling up their sleeves to get the work done
Responsibilities
- Lead a cluster of Connected Care Program pods, working closely with your managers/supervisors
- Act as service line leader for CCP, ensuring managers/supervisors and IC’s have the tools and resources to talk about and refer to CCP frequently and consistently
- Partner with Director, CCP Member Care in developing, innovating, and growing care management and population health initiatives
- Understand and help maintain compliance with URAC accreditation
- Key partner in the success of customer audits and remediations
- Accountable for the quality and delivery of CCP across all teams
- Create and manage workflows/processes, competencies, ensure staff in place are performing
- Support customer launches by ensuring each of your teams is equipped to successfully deliver on customer expectations
- Partner with the care team leadership team in development and communication of care team strategies and operational execution
- Understand and translate customer specific performance guarantees and goals into action for your team
- Communicate a shared vision for your organization; and execute on that vision to drive business results and health outcomes
- Serve as an Included Health care team representative on customer and vendor facing meetings
- Lead process improvement to drive efficiency, quality, and high member satisfaction
- Partner with training and Customer Success Managers to provide feedback and/or guidance on training needs
- Facilitate communication by keeping all leaders and IC’s informed of updates and process changes through the appropriate channels
- Monitor staffing levels and raise concerns about staff to Workforce Management liaisons
- Model our culture and values through humility and curiosity
Qualifications/Skills
- At least 8 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
- Excellent industry knowledge of best practices in Care, Case, and Utilization Management
- URAC Accreditation knowledge and expertise highly desired
- Experience with participating in and managing customer audits 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
- Proficient with Google Apps platform preferred
- Familiarity with utilizing the RASCI model to drive results desired
- 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
- Willing to travel up to 25% of time
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.
