The Director of Advocacy Enablement leads training and quality initiatives for the Member Care Team, ensuring high standards and continuous improvement while mentoring managers in training, knowledge, and quality coaching.
Included Health is dedicated to simplifying healthcare and maximizing benefits for individuals and families. We provide innovative solutions for medical benefit navigation, employer-provided benefits navigation, telehealth – ensuring our members receive the personalized support and guidance they need to make informed healthcare decisions. We are committed to a member-centric approach, driven by our highly skilled and compassionate Member Care Team. As our Head of Training, Knowledge Enablement & Quality Coaching you will amplify the impact Included Health has on our members by leading a team that is responsible for supporting and enabling our Member Care Advocacy Team.
Reporting to the Senior Director of Member Care Operations, this individual will be a leader of leaders and will ensure that our Member Care Advocates are equipped with the expertise, skills, feedback and resources required to deliver exceptional support across our diverse service offerings.
This is a pivotal leadership role and will set the strategic vision and oversee the execution of all learning, knowledge, and quality coaching initiatives for our Member Care Team. This individual will lead, mentor, and empower a team of three program leaders: a Senior Manager of Training, a Manager of Knowledge Enablement, and a Manager of Quality Coaching.
Key Responsibilities:
- Provide strategic direction and oversight to the Senior Manager of Training, ensuring the development and implementation of robust onboarding, ongoing education, and specialized upskilling programs, ensuring alignment with organizational goals and evolving industry needs within healthcare and benefits
- Guide the Manager of Knowledge Enablement in establishing and maintaining a best-in-class knowledge management strategy, ensuring Member Care Advocates have timely access to accurate and comprehensive information
- Lead the Manager of Quality Coaching in designing and executing a holistic quality assurance and coaching framework that drives consistent, high-quality member interactions and continuous performance improvement
- Coach, mentor, and develop direct reports, fostering their growth as strategic program leaders
- Empower direct reports to own the strategy and execution of their respective programs, providing guidance, removing roadblocks, and ensuring cross-functional alignment
- Serve as a key strategic partner to Advocacy Team leaders, clinical teams, GB&E, TAO, EPDD, IT and other stakeholders, translating business needs into actionable learning, knowledge, and quality strategies
- Communicate often and effectively with internal partners ensuring strong org-wide understanding of significant programmatic efforts and KPI performance
- Ensure seamless integration of new service offerings, benefit changes, and policy updates into training, knowledge, and quality frameworks through effective collaboration with relevant departments
- Establish overarching KPIs and metrics to measure the effectiveness and ROI of all training, knowledge, and quality programs, as managed by the respective program leads
- Drive a culture of continuous improvement, challenging the status quo and fostering innovative solutions within each program area
- Represent operations in external meetings with prospective and current clients, demonstrating strong client-level ownership
Qualifications:
- Bachelor's degree required; Master's degree preferred
- Minimum of 5-7 years of experience in a leadership role with at least 2 years managing other managers or senior individual contributors
- Demonstrated experience in a healthcare, health benefits, or related highly regulated industry is highly preferred
- Proven expertise in overseeing strategy and execution across multiple disciplines
- Exceptional strategic thinking, leadership, and executive coaching skills
- Outstanding verbal and written communication, presentation, and interpersonal skills, with the ability to influence and persuade at all levels of the organization
- Strong analytical skills with the ability to interpret complex data and make data-driven strategic decisions
Additional Requirements:
- Ability to work in a fast-paced, dynamic environment with a high sense of urgency
- Passion for our mission to elevate healthy outcomes for everyone, everywhere
- Willingness to travel up to 10-20% as needed
The United States new hire base salary target ranges for this full-time position are:
Zone A: $149,450 - $211,100 + equity + benefits
Zone B: $164,395 - $232,210 + equity + benefits
Zone C: $179,340 - $253,320 + equity + benefits
Zone D: $194,285 - $274,430 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
Benefits & Perks:
In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.
Work-From-Home reimbursement to support team collaboration home office work
Your recruiter will share more about the salary range and benefits package for your role during the hiring process.
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 with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.
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