Operations Manager, Included Health

• 3+ years experience in an Operations, Project, or Program Management role
• 3+ years experience in Process Improvement- fluency in methodologies/approaches to identifying efficiencies/opportunities to remove waste
• Strong written and verbal communication across levels from leadership to front line teams, with demonstrated ability to communicate and contextualize complex topics in a relatable and coherent way
• Experience working with external clients and vendors to problem solve, improve processes, and gain efficiencies
• Strong analytical skills with demonstrated ability to mine and analyze data
• Ability to travel 10-15% of the time

Desirable

• As an Operations Manager you will play a critical role in the long term success of our relationships with our clients
• This role is responsible for bridging the gap between Client Success and Member Care
• This person will partner with Client Success and Member Care leaders to resolve issues as they arise and proactively get ahead of issues before they occur
• This person will lead through influence, is strong at building relationships, has an innate sense of ownership and is able to drive measurable results
• The right candidate is curious, a quick-learner, a self-starter and has a passion for identifying process gaps or inefficiencies and solving problems
• An ideal candidate is dedicated to providing world-class customer service and has a drive to improve healthcare and health outcomes
• This role is an individual contributor and reports directly to the Senior Manager of Operations Management
• Provide Member Care subject matter expertise support for the IH relationship with the client - be the face of Member Care with the client
• Be the point of contact for Client Success and keep them informed of status and potential pain points
• Partner with the Pod Manager, Quality Improvement, and other Member Care leaders to mitigate pain points for the client and monitor trends and escalation themes
• Own relationships with the client's external vendors/carriers as it pertains to Member Care Processes
• Ensure client documentation is kept up-to-date in partnership with Client Success and Knowledge Enablement
• Partner with Training to ensure customer-specific trainings are meeting the needs of the team
• Assist Quality Audit with any client audit requests
• Be a thought partner for Client Success and Member Care leadership