Quality Improvement Lead

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $81.1k - $124.6k / year

⏰ Full Time

🟠 Senior

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Included Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

☁️ SaaS

👥 HR Tech

Healthcare • SaaS • 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.

📋 Description

• Serve as a client point of contact and manage client email aliases • Analyze escalation trends to inform process improvements and enhance client confidence • Partner with Operations Transformation teams on implementation planning, remediations, and carrier transitions • Conduct MSAT trend analysis and perform QA and escalation analysis • Attend workforce management meetings regarding staffing, service delivery, and operational adjustments • Support Advocate Team performance-management decisions with data-driven insights • Facilitate weekly meetings with Member Resolution Supervisors and Quality Coaching • Present trend analysis and findings in weekly quality meetings • Lead process improvement initiatives to enhance service quality and operational efficiency • Analyze and synthesize member experience and operational performance data • Identify emerging issues through operational metrics and implement proactive interventions with leadership • Develop and manage team and pod performance reports • Investigate quality issues, risks, and member feedback trends • Develop and track corrective action plans • Ensure data integrity and align reporting with quality team members • Research best practices and external benchmarks • Support audit remediation 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

🎯 Requirements

• 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 • CPHQ certification or IHI certification preferred • 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 • Proficiency in Google Apps and Mac OS for developing tools, reports, and dashboards • Experience in healthcare settings required • Knowledge of member experience metrics is a plus • Exceptional organizational and communication skills • Ability to influence stakeholders and drive cross-functional collaboration • Self-starter with a problem-solving mindset and proactive approach • Ability to adapt quickly in a dynamic, fast-paced environment while managing multiple priorities • Capability to remain seated in a stationary position for prolonged periods • Eye-hand coordination and manual dexterity to operate keyboard, computer and other office-related equipment • Capability to work with leadership, employees, and members in an appropriate manner

🏖️ 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 • Fertility coverage • $25,000 for surrogacy/adoption • Paid leave for failed treatments, adoption or pregnancies • Work-From-Home reimbursement to support team collaboration home office work • Equity