Director, Strategy & Operations - Quality, Education & Member Experience

As our Head of Quality, Education & Member Experience you will amplify the impact Included Health has on our members by leading a team that is responsible for creating a new way for people to experience healthcare. This role is perfect for an experienced leader who is passionate about leading world-class teams, developing talent and driving results. This Director is a pivotal leader who will oversee the training, knowledge enablement, quality audit and service quality functions. This role is crucial in ensuring our teams are equipped with the knowledge, skills, and quality standards needed to deliver exceptional service across all of Included Health's offerings. The Director, Strategy & Operations - Quality, Education & Member Experience will create a cohesive strategy that enhances our service delivery and drives continuous improvement across the organization.
A key focus of this role is to improve the patient experience by developing and implementing strategies that ensure the delivery of world-class, high-value and empathetic support and service. The Director will be responsible for leveraging data-driven insights to understand patient needs and pain points, and subsequently own the roadmap to enhance patient satisfaction and outcomes. This roadmap will also address the care team experience, ensuring that our team members are supported, engaged, and equipped to deliver the best possible care.

Responsibilities:

• Serve as company-expert on patient/member experience: performance, themes, opportunities, strengths.
• Head of Quality Assurance, Quality Audit, Quality Improvement, Member Experience, Member Care Analytics, Training and Knowledge Enablement.
• Ownership over 18-month roadmap to enhance patient/member and care team experiences, setting clear objectives and milestones ensuring alignment with the overall Included Health business strategy.
• Serve as responsible leader for company-level OKRs related to patient/member experience.
• Work closely with Care Team Leadership to ensure that quality standards are consistently met and that feedback loops are in place for continuous improvement.
• Oversee the design and implementation of initiatives aimed at improving patient satisfaction, engagement, and outcomes.
• Partner with Engineering and Product teams to drive improvements in patient experience.
• Drive development and ongoing maintenance of quality and efficiency dashboards utilized by various business stakeholders.
• Stay abreast of industry trends and best practices in Training & Education, Patient/Member experience and Knowledge Enablement.

Qualifications:

• 10+ years of experience in quality improvement and change management, including at least 5 years in a leadership role.
• Proven experience in managing large, cross-functional teams in a fast-paced, high-touch environment, preferably within the …