Included Health · 1 day ago
Quality Improvement Lead
United States
Full-time
Remote
Mid Level
$81K/yr - $96K/yr
3+ years expIncluded Health is a new kind of healthcare company focused on delivering integrated virtual care and navigation. The Quality Improvement Lead (QIL) plays a critical role in transforming data into actionable insights to enhance member experience and quality of care, collaborating with leadership to drive data-informed decision-making and service excellence.
Health CareHospitalMedicalmHealth
Responsibilities
Interact with and serve as a point of contact for clients, ensuring clear communication and responsiveness to needs
Manage and respond to client email aliases, ensuring timely and professional communication
Proactively analyze and identify escalation trends to inform process improvements and enhance client confidence
Partner with Operations Transformation teams on implementation planning, remediations, and carrier transitions to ensure seamless service
Conduct MSAT (Member Satisfaction) trend analysis, ensuring insights drive action and accountability
Perform QA and escalation analysis, tracking trends and recommending interventions without direct issue handling
Attend workforce management meetings to align on staffing, service delivery, and operational adjustments
Support Advocate Team in performance management decision-making by providing data-driven insights and recommendations
Support Member Resolution Supervisors/Quality Coaching by facilitating weekly meetings to discuss insights and opportunities
Bring trend analysis and findings to weekly quality meetings, ensuring overarching process improvements across the book of business (BoB) and pods
Lead process improvement initiatives, leveraging data insights to enhance service quality and operational efficiency
Analyze and synthesize data related to member experience and operational performance, providing clear insights and recommendations
Identify emerging issues through operational metrics and collaborate with leadership to implement proactive interventions
Develop and manage reports on team and pod performance, with a focus on service excellence and member satisfaction
Investigate and resolve quality issues, risks, and member feedback trends by developing and tracking corrective action plans
Ensure data integrity by collaborating with other quality team members to align reporting and insights
Research best practices and external benchmarks to enhance Included Health's service and quality initiatives
Support audit remediation efforts and compliance-related quality improvement activities
Lead and participate in cross-functional collaborations to improve quality, safety, and service outcomes
Perform other duties as assigned
Qualification
Required
3+ years of experience in service quality improvement, healthcare operations, or related fields
2+ years of experience creating reports, dashboards, and visualizations to drive performance improvement
Bachelor's degree required
Experience in quality improvement frameworks (e.g., Lean, Six Sigma), root cause analysis, and process optimization
Ability to interpret and leverage data to identify trends, test hypotheses, and measure outcomes
Strong virtual meeting facilitation skills to drive productive discussions and decision-making
Proficiency in Google Apps and Mac OS for developing tools, reports, and dashboards
Experience in healthcare settings required
Exceptional organizational and communication skills, with the ability to influence stakeholders and drive cross-functional collaboration
Self-starter with a problem-solving mindset and a proactive approach to identifying and implementing improvements
Ability to adapt quickly in a dynamic, fast-paced environment while managing multiple priorities
Preferred
CPHQ certification or IHI certification preferred
Knowledge of member experience metrics is a plus
Benefits
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
Company
Included Health
Included Health provides a combination of virtual care, navigation, and communities-based healthcare services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$344MKey Investors
The Carlyle GroupGreylockVenrock
2020-09-09Series E· $175M
2018-05-02Series D· $66M
2017-01-01Series Unknown
Leadership Team
Owen Tripp
Chief Executive Officer
Wade Chambers
CTO & SVP of Engineering
Recent News
Company data provided by crunchbase