Included Health

Operations Program Manager, Operational Transformation & Enablement

Job Description

As an Operations Program Manager you will play a critical role in launching strategic clients and leading complex, projects within Member Care. You will ensure Member Care has the tools, resources and information needed to support members. The Operations Program Manager will work with Member Care Leaders and cross-functional partners to resolve operational issues and will take on project management for large-scale projects. You are curious, a quick-learner, as a part of a team and has experience with solving problems. You are to provide world-class customer service and has a desire to improve healthcare and health outcomes.

You will be an individual contributor reporting into the Senior Manager, Operational Transformation & Enablement.


Responsibilities:
  • Follow project management best practices to lead complex, large-scale projects
  • Ensure Member Care has the tools, systems and processes in place and documented to meet the service delivery models of new clients and clients launching new products/services
  • Represent Member Care in encouraging strong and healthy relationships with clients, insurance carriers and consultants
  • Engage appropriate resources from Member Care to ensure successful launches, including Training, Knowledge Enablement and Workforce Planning
  • Oversee or identify owner to lead major issue resolution during launches or projects
  • Lead the Member Care product for high-priority client launches, collaborating with Member Care leadership, Training, Quality, Knowledge Enablement and CaPS (Care Delivery, Planning and Strategy)
  • Lead process-development with external vendors and carriers
  • Provide subject matter expertise on Care Team roles and departments

    • Qualifications:
  • 3+ years experience managing large projects
  • 3+years experience in an office or corporate environment
  • 2+ years experience in healthcare, health plan or adjacent field
  • 2+ years experience using spreadsheet software (e.g. Excel, GSheets) and slide software (e.g. PowerPoint, Google Slides)
  • Strong written and verbal communication with experience presenting to internal leadership and (desired) external clients/partners
  • Curious nature- wanting to dig in and understand causes of problem
  • Experience in customer/client-facing roles

    • Physical/Cognitive Requirements:
  • Remain seated in a stationary position for prolonged periods.
  • Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer and other office-related equipment.
  • No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer / laptop) may be required.

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