Carrier Relations Senior Program Manager


Full Time Senior-level / Expert
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About the role:The Carrier Relations Program Manager is a new role within the Carrier Relations function of the Go-To-Market team. This role operates in service of our employer clients, driving collaborative relationships with health plan partners to deliver an optimal member experience across the Included Health product suite. This role will be at the intersection of project management, strategic planning, communications and process transformation and will be key to delivering Included Health’s services effectively and efficiently, in partnership with our carrier partners (health plans, TPAs, PBMs, etc.).
The role will be responsible for implementing scalable business processes, developing on-point communications, and ensuring all health plan needs and touch-points across Included Health are well coordinated. In addition, the role will partner with key stakeholders (sales, legal, marketing, client success, etc.) to drive education, collaboration, alignment, and actionable insight across multiple internal and external teams. 
This role is not responsible for selling our Included Health products to health plans, but rather requires a forward-thinking mindset and strong diplomacy skills to build long-term relationships with our health plan partners in service to our enterprise clients. Successful candidates will have exceptional strategic planning and critical thinking skills, program management expertise, deep experience with commercial health plan dynamics, a proven ability to partner and communicate internally and externally, with the know-how to balance getting the details right while still moving fast.


  • Perform as a key relationship manager, coordinating with assigned carriers/ vendors in support of our mutual employer clients. Manage key relationships such as: 
  • Regional or National Health Plans and Third Party Administrators (“TPAs”) 
  • Other vendors who are part of our customers’ benefits platform
  • In partnership with legal and client launch services, represent our business requirements and ensure agreements between Included Health and the health plan partner are supportive of data use and exchange to ensure an optimal client and member experience. Examples: claims, eligibility, provider networks
  • Create and maintain self-service resources to support consistent carrier agreement terms and operationalize agreement intent
  • Serve as subject matter expert and consultant to internal market-facing teams such as Sales and Client Success, participating in client/prospect meetings, and communicating the overall relationship status between Included Health and client/prospect health plans
  • With proposal teams, ensure consistent process for carrier messaging in RFPs, and refresh as appropriate 
  • In partnership with marketing, data/ analytics, and client success teams, document and analyze trends of carrier market insights and communicate as appropriate to internal audiences to inform external collaboration opportunities and influence future product needs
  • Enhance/automate health plan reporting needs
  • Work with Engineering, Data Platforms, and Account Management teams to identify best practices in data quality, patient hand-offs and communication among vendors
  • Coordinate with Engineering, Data Platforms, and Account Management teams regarding vendor expectations, performance and procedures
  • Support broader health plan relationship activities such as reoccurring top-to-top meetings, such as developing and maintaining carrier relationship partnership materials to support and, build the long-term relationship with carriers

In your first 30 days:

  • Onboard remotely
  • Work with the Senior Director, Carrier Relations to understand our carrier partnerships and process gaps, and prioritized areas of opportunity
  • Develop strong internal network and build relationships with colleagues across Included Health, including legal, marketing, data and analytics, sales, etc.

In your first 60 days:

  • Become familiar with Included Health products and solutions
  • Begin working with assigned key external stakeholders/ carrier partners
  • Develop reporting and communications plan and approach

In your first 90 days:

  • Build out an annual communications and reporting plan, with key dates and deliverables
  • Begin executing in partnership with key internal stakeholders
  • Continue ongoing carrier relationship meetings 


  • 6+ years of program management, operations or strategic planning expertise, with direct experience working with health plans’ commercial business 
  • Active relationships with commercial carriers/ health plans is preferred
  • Strong communication skills, both written and verbal, with the ability to convey complex information and messages to a broad and diverse audience
  • Strong interpersonal skills with the ability to work independently and within a team environment
  • Experience using data to provide practical business insights through presentations and reporting and drive decision making through presentations and reporting
  • Experience resolving and communicating about issues with both data driven and non-data driven audiences
  • Experience working with Excel and Salesforce to analyze data and develop reporting
  • Experience in a high growth, fast changing environment
  • Ability to travel as needed to build external relationships with key carrier stakeholders
  • Bachelor's degree required, advanced degree preferred
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at
-----Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.
Job perks/benefits: Health care Startup environment
Job region(s): Worldwide/Anywhere
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