Supervisor, All Included Care Job at Included Health
The Program
Included Health offers a transformative care and case management model with our All Included Care Team model. Our program addresses the ongoing clinical needs of members with a robust, physician-led, multidisciplinary Included Health care team that supports a range of administrative and clinical needs. This high-touch, clinical care coordination and support service is offered to a specific population, from low/rising risk to high complexities and members with acute episodic needs.
The Role
As a Supervisor of the All Included Care teams you will be leading and inspiring a team that provides amazing care and produces better health outcomes for our patients. You’ll be responsible for developing and growing a team of high performing and highly engaged Dedicated Care Coordinators as well as ensuring a high quality member experience within our service level agreements. As healthcare is a quickly evolving and changing industry, you will lead your team through these changes to ensure their ongoing success. Our Dedicated Care Coordinators have a demanding job, but the demands are worth the rewards. This is one of those rare opportunities where your leadership will help save lives, and truly enrich others.
Responsibilities:
Drives Results:
- Uses metrics to identify coaching opportunities and addresses them in real time
- Regularly participates in call listening and escalation review activities
- Uses data & quality reviews to understand and take action on overall individual performance
- Influencing skills extend to team and their engagement and delivery of services
Leadership:
- Models high standards of honesty, fairness, and integrity
- Eliminates barriers to providing the best care possible to member for direct reports
- Provides targeted coaching and development opportunities to help team members achieve their career progression goals (ex: progressing from Dedicated Care Coordinators to Sr. Dedicated Care Coordinators, etc.)
- Ensures the team culture and climate is in line with Included Health values
- Successfully delegates and divides work among the team
- Manage your team’s performance: achieving high quality scores, meeting established SLAs and patient satisfaction metrics, and URAC requirements
- Model a culture reflective of our Core Company Values; gain and maintain a thorough understanding of the Patient Care Team policies, processes, software, etc.
Business Acumen:
- Demonstrates awareness and accountability of business resultsUnderstands how we deliver value for our customers & members
- Can articulate the Included Health business model and how each service works
- Can articulate the All Included Care Team Model and how the model works to provide case management for members
- Keep up-to-date on the latest patient/customer support technologies and industry trends to aid in our scaling efforts
Communication:
- Helps team understand the impact of company updates and changes on day to day expectations
- Collects new information, both broadly from company updates and targeted to specific customers, and translates it into easily understandable knowledge resources for the team
- Supports and advocates new ideas and alternatives presented by others
Decision Making:
- Utilizes feedback from the team and leaders to make better informed decisions
- Knows when to escalate issues to senior management
- Uses logic to solve difficult problems with effective solutions
- Supports direct reports in applying judgment to solve problems where standards are not applicable or available
Qualifications/Skills:
- At least 5 years of people management experience
- College degree preferred (additional experience in lieu of college degree will be considered)
- Licensure in related field highly desirable
- Prior clinical or case management experience required
- Experience in Customer Service, Health Care, or Operations
- Experience creating new processes and modifying existing processes to meet business needs
- Experience with a CRM or omni-channel service platform preferred
- Proficient with Google Apps platform preferred
- Familiarity with utilizing the RASCI model to drive results desired
- Experience hiring and developing talent across multiple locations
- Proven track record of driving measurable efficiency results
- Demonstrated ability to meet goals in a rapidly changing environment
- Ability to forge new relationships across departments
- Excellent data and overall analytical skills
Shift Available:
M-F 8a-5p EST
#LI-Remote
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 includedhealth.com .
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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.
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