Full-Time

Director – Strategy & Operations

Member Care Advocacy

Updated on 1/21/2025

Included Health

Included Health

51-200 employees

Healthcare services for underserved populations

Healthcare

Compensation Overview

$138.4k - $254.1kAnnually

+ Equity

Senior, Expert

Remote in USA

Category
Project Management
Strategy Development
Business & Strategy
Required Skills
Product Management
Customer Service
Data Analysis

You match the following Included Health's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • Bachelor's degree in Business, Education, Healthcare Administration, or a related field; advanced degree is a plus.
  • 10+ years of experience in strategy, operations and change management, including at least 5 years in a leadership role and experience leading a large, multi-layered organization.
  • Experience managing large, interdepartmental teams, preferably within the healthcare or customer service industry.
  • Experience in management consulting, with experience using data to guide strategic decisions and improvements.
Responsibilities
  • Lead and coach a high functioning team, including multiple resource types (FTE, contract, outsource).
  • Responsible for performance on a set of operational Goals, including customer-oriented Performance Guarantees and company-level OKRs.
  • Create and lead a vision for a multi-year roadmap for the Member Care Advocacy team, setting clear goals and milestones ensuring adherence with the overall Included Health business strategy.
  • Responsibly scale business, including budget ownership and management of headcount in partnership with Workforce Management and Finance.
  • Work with Care Team Leadership to ensure the team is supported from a quality, training, knowledge, and workforce management perspective. Ensure feedback loops are in place for continuous improvement.
  • Oversee the design and implementation of programs aimed at improving member satisfaction, engagement, outcomes, and cost to serve.
  • Demonstrate strong client-level ownership, including direct interaction with customers in sales meetings, business reviews, and other client settings.
  • Partner with Engineering and Product teams to improve the member experience, member outcomes, and scale.
Desired Qualifications
  • Experience communicating analytical findings for a range of different audiences.
  • Experience building business cases, supporting thesis with numerical and qualitative analysis.
  • Willingness to travel up to 10-20%.

Included Health focuses on enhancing the healthcare experience for individuals who often face challenges in accessing quality care. The company provides a variety of services, including primary care, behavioral health, and virtual care, ensuring that members receive timely and appropriate treatment. Their model emphasizes 24/7 on-demand care with a diverse group of providers, allowing for personalized support tailored to each individual's needs. Unlike many competitors, Included Health specifically targets underserved populations, aiming to bridge gaps in the healthcare system. The company's goal is to improve health outcomes while also reducing costs for employers and consultants who partner with them, ultimately striving for a more equitable healthcare landscape.

Company Stage

Growth Equity (Venture Capital)

Total Funding

$337.5M

Headquarters

San Francisco, California

Founded

2020

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-1%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Rising demand for telehealth boosts Included Health's virtual care services.
  • Employers investing in healthcare benefits expand Included Health's client base.
  • Value-based care models align with Included Health's focus on outcomes.

What critics are saying

  • Competition from Teladoc and Amwell threatens market share.
  • Post-merger integration challenges could affect service delivery.
  • Regulatory scrutiny on telehealth may impact operational flexibility.

What makes Included Health unique

  • Included Health offers integrated primary and behavioral health services.
  • They provide 24/7 on-demand care with diverse providers.
  • Their data-driven approach enhances healthcare outcomes and reduces costs.

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Benefits

Along with comprehensive medical, dental and vision plans; all employee spouses and children can access Included Health services at no cost. For time off, take it when you need it with our unaccrued discretionary time off for all exempt employees.