Manager – Urgent Care Operations

7 hours ago

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Included Health

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SaaS • B2B • HR Tech

Included Health is a healthcare technology company that delivers personalized, employer- and health-plan-focused primary, urgent, and behavioral health care through a single app and a network of virtual and in-person services. It blends AI-driven tools and human care teams to provide 24/7 care coordination, billing and claims advocacy, second opinions from leading specialists, and mental-health support, with the goal of lowering employer healthcare costs and improving member experience and inclusivity.

1001 - 5000 employees

☁️ SaaS

🤝 B2B

👥 HR Tech

📋 Description

• Own and manage data-driven clinical staffing models that effectively balance clinician availability, patient demand, and SLAs • Own the continuous improvement of clinician scheduling practices, introducing process rigor, technical and tooling enablement, and efficiency techniques to load balance and manage patient wait times • Manage clinician liaison team against annual KPIs to support Urgent Care growth and scale objectives, overseeing day-to-day activities and providing coaching and development opportunities • Develop data-driven staffing and resource plans, partnering with relevant teams (CaPS, Clinical Leadership, Recruitment, Licensing) • Oversee the execution of multi-state clinical licensing strategy for comprehensive national coverage and target member wait times across all states, 24/7 • Own clinician performance reporting and insights, partnering with Clinical Leadership to drive recommendations to support coverage, productivity, and scheduling improvements • Own clinician-facing policies, processes, and workflows, and partner with cross-functional stakeholders to ensure accuracy and execution of policies • Operationalize changes to clinician expectations or workflows, optimizing clinician, member, and business impact

🎯 Requirements

• Bachelor’s degree required • 3+ years experience in healthcare operations or clinical workforce management management, ideally with direct staffing and scheduling ownership (virtual care experience preferred) • Proven ability to use data analytics to inform multi-state staffing, performance and capacity decisions • Demonstrated project management and leadership/influence skills with clinical teams. • Proven ability to lead a team to deliver on business impact. • Experience supporting a dynamic workforce, comprising different types of specialty/licensure, exempt and non-exempt, part and full-time, employed and independent contractors. • Strong executive presence and leadership communication skills, able to influence clinicians and operational partners effectively. • Experience with use and implementation of Workforce Management systems and tools • Exceptional collaboration skills to refine processes across teams. • Successful end-to-end operational project project delivery with measurable outcomes. • Collaborative and understanding communication across various channels. • Equipped to represent practice operations effectively with diverse teams. • Proficiency in Google Workspace and common office software.

🏖️ 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