Responsibilities:

• Analyze, synthesize, and communicate insights on member/patient experience and member/patient feedback.
• Analyze operational indicators of emerging issues with leadership to identify interventions to reduce impact on members/patients.
• Create and manage reports on team/pod performance, emphasizing service and customer experience.
• Investigate and develop corrective action plans for quality issues, risks, and member complaints.
• Follow events through completion of investigation and action plan.
• Works in collaboration with other organizational data experts to ensure ongoing data integrity and alignment.
• Research external best practices and tools to inform Included Health’s programs and practices.
• Support Audit remediation efforts.
• Supports various teams to improve quality, safety and service.
• Perform other duties as assigned.

Qualifications & Skills:

• 3+ years of experience in service or quality improvement.
• College degree required.
• CPHQ certification or IHI certificate preferred.
• Extensive experience in effectively leading virtual meetings resulting in productive outcomes and efficient use of time.
• Experience utilizing quality improvement frameworks (e.g. Lean, SixSigma), conducting root cause analysis and leading quality improvement efforts.
• Experience using data and metrics to test theories, confirm assumptions, generate insights/recommendations and measure success.
• Ability to create reports, dashboards and visualizations. Comfort with Google Apps platform and Mac OS to develop tools and reports.
• Passionate about excellence in customer service.
• Fast learner, can pick up new content/industries quickly in an extremely fast paced environment.
• Proven organizational, communication, and informal leadership skills.
• Self-starter and team player who can build relationships with a wide range of partners and approaches challenges with a can-do attitude.
• Previous healthcare experience required.
• Ability to adapt rapidly to process changes.
• Strong influencing skills and collaboration skills.
• Thrives in a fast-paced environment and quick learner.