Included Health

Recruitment

• Own the multi‑year Member Care staffing strategy across channels, roles (e.g., Member Care Advocates, specialty teams, support functions) and staffing type (internal and BPO), ensuring alignment with company growth plans, product roadmap, and client commitments.
• Translate demand forecasts (provided by the Forecasting Team) into clear capacity and staffing requirements by role, tier, BPO/internal and skill group across standard and surge periods.
• Lead the workforce management and scheduling function for Member Care, including long‑term capacity planning, short‑term staffing plans, shift and schedule design, skill assignment, and real‑time management responsibilities for both internal and outsourced teams.
• Design and continuously refine a tiered staffing and skilling model (e.g., role tiers, skill groups, routing rules, cross-skilling) that optimizes for member experience, efficiency, and employee engagement.
• Ensure staffing plans are operationalized via skilling, and scheduling tools and that there is tight feedback between plan and actual performance.
• Establish and maintain clear staffing governance, including how staffing decisions are made, who owns what (Member Care vs. Finance), and how trade‑offs are escalated and resolved.
• Drive continuous improvement in staffing efficiency, shrink management, adherence, and productive occupancy, while maintaining or improving key experience metrics (e.g., service levels, AHT, MSAT, escalation rate).

Director, Staffing Operations – Vendor Management

Manager

• Lead the team responsible for the end-to-end readiness of a ~1,500-person clinical workforce.
• Manage a cross-functional team serving as the primary influencer with business stakeholders.
• Cultivate strategic alliances across the organization to integrate training as a business partner.
• Focus on Governance, Capacity Planning, and Scalability.
• Achieve "Speed to Proficiency" through data-driven decisions and high-leverage technology.

Manager, Clinical Training – Onboarding

• Uncover new growth opportunities: Support the end-to-end discovery and evaluation process for new growth levers. You will conduct rigorous market research, competitive analysis, and financial modeling to inform business case development. You will also support executive communications around key initiatives in our business strategy pipeline, crafting proposals and progress updates for senior leadership input.
• Incubate new ideas 0-to-1: Quarterback the design and launch of high-impact Care Delivery initiatives prioritized through our discovery pipeline. You will work with different teams in the organization. Your tasks will include developing pilots. You will also set key milestones, build the necessary operational infrastructure, measure early traction, and make data-driven recommendations for future investment.
• Refine our commercial strategy. Analyze historical performance. Collect market insights and feedback from different functions. Develop recommendations to increase revenue and enhance our competitive position.
• Support long-term business planning. Work with Finance and Growth Operations to create a 5-year Care Delivery growth plan for different business lines. Identify the key strategic choices we have. These choices include whether to build, buy, or partner.

Manager, Business Acceleration – Care Delivery

Learning and Development

• Service Line Leadership & Program Ownership: Own the operational rhythm of new hire training for your assigned service line. Serve as the primary point of contact for new hires from Day 1 through transition to production.
• Stakeholder Consulting: Act as the primary training consultant for Clinical Directors and Quality Leads. Analyze performance data (QA scores, productivity) to proactively recommend curriculum adjustments (Acute vs. Standard maintenance). Conduct Training Needs Analysis for new requests. Design the "blueprint" for learning programs, determining the optimal blend of live instruction vs. asynchronous modules to be built by the ID Specialist.
• High-Impact Facilitation: Lead complex, synchronous sessions focused on clinical judgment, empathy, and workflow decision-making (e.g., "Day 2 Clinical Detective," "Care Plan Workshops," "Mock Calls"). Assess learner clinical acumen in real-time. Provide direct, actionable feedback to hiring managers regarding learner readiness and areas of concern. Maintain cross-functional proficiency to serve as a Backup Facilitator for the opposing service line during designated "Surge" hiring windows.
• Quality & Content Governance: Serve as the "Accountable" party for content accuracy. Review and validate all learning assets created by the ID Specialist and documentation updated by the CKE Associate to ensure strict clinical adherence. Champion a "Spirit of Curiosity." Regularly audit your curriculum against live production realities to ensure training never drifts from the actual job requirements.

Senior Clinical Training Specialist

• Deliver coordinated, patient-centered virtual Care Management by telephone or video that improves members' health outcomes.
• Create impactful care plans together with members and our diverse care team, and help members achieve the desired goals.
• Help members navigate complex medical conditions, treatment pathways, benefits, and the healthcare system in general.
• Partner with the members' local providers to ensure coordinated care.
• Provide compassionate, longitudinal follow-up care, building supportive relationships.
• Assist throughout acute healthcare episodes, such as hospitalizations and rehabilitation stays, providing coordinated Case Management to support the member and their family.
• Coordinate necessary resources that holistically address members' problems, whether clinical or social

Oncology Nurse Care Manager, Adult

Marketing

• Partner with the Client Organization to understand the health of client relationships, identifying marketing opportunities, risks and needed retention interventions.
• Translate client feedback and market insights into actionable B2B marketing strategies, content, and campaigns.
• Define and create lifecycle content to celebrate and engage clients at key moments in their partnership with Included Health - implementation, go-live, first milestones reached, year in review, etc.  Consider how executive sponsors can be leveraged in the engagements.
• Develop client communication plans in response to external crises, market news, unanticipated delivery issues, and Included Health announcements. Partner with TCO on delivery strategy and deployment.
• Execute key event planning moments to engage clients at industry and IH-hosted moments.  Manage and deliver a post-event activation strategy to build off in-person momentum and drive additional conversations with key clients.
• Manage account-based strategy for top upsell pursuits to better inform and engage our clients with thought leadership and content relevant to their needs, their context, and our existing partnership.
• Manage quality and consistency across touchpoints so clients experience a clear, unified narrative aligned with the client segmentation service delivery model.
• Surface compelling opportunities for clients to share their Included Health experience and impact (e.g., case studies, testimonials, speaking engagements).
• Partner with clients to highlight success stories that can be amplified across broader go-to-market channels.

Client Marketing Manager

Affiliate Manager

• Serve as a primary point of contact for leaders within the Care organization (large non-exempt population), including coaching and partnering with Supervisors and Managers on people-related matters.
• Provide employee relations support, assisting employees and leaders in resolving workplace concerns while ensuring fair, consistent, and legally compliant practices.
• Conduct timely, objective, and thorough internal investigations, maintaining accurate documentation and detailed records.
• Act as a subject matter expert on work-related issues, including performance management, workplace concerns, reasonable accommodations (ADA), wage and hour compliance, complex labor law matters, and involuntary terminations.
• Build and maintain collaborative relationships with internal partners, including Talent Management, HR Operations, Compliance, Talent Acquisition, Learning & Development, and Legal.
• Develop and implement proactive strategies, programs, and policies to enhance employee engagement and organizational effectiveness.

Associate Talent Partner – Care

Accounts Payable

• Perform "Three-Way Matching" by verifying invoices against purchase orders and receiving reports.
• Accurately code expenses to the correct General Ledger (GL) accounts and departments.
• Prepare and execute weekly payment runs in our ERP system (via ACH, wire, and check).
• Act as the primary point of contact for vendor inquiries, resolving billing discrepancies and reconciling monthly statements.
• Maintain organized digital archives of all payment records to ensure "audit-ready" status at all times.
• Review and process expense reimbursements in accordance with company policy.
• Monitor due dates to capture early payment discounts and proactively avoid late fees.

Accounts Payable Associate

Full-stack Engineer

• Design architectural patterns that ensure high availability and fault tolerance of the product.
• Rapidly iterate on prototypes using user feedback and analytics to refine the user experience in collaboration with design and product teams.
• Implement features and optimizations in the product that are specifically aimed at fostering growth.
• Coordinate with cross-functional teams to ensure alignment on product development objectives.
• Mentor junior engineers on best coding practices and lead by writing clean, maintainable code.
• Analyze and enhance code efficiency to boost system performance.

Staff Software Engineer, Client Growth Team

General Counsel

• Serve as the primary legal advisor on all human resources and employment-related matters across the company’s business operations.
• Counsel senior management and team leaders on a broad range of employment and labor law issues, including hiring practices, workplace conduct, accommodations, wage and hour compliance (Fair Labor Standards Act), benefits, separations, employee relations, and M&A-related employment issues, all while appropriately balancing business needs and risk mitigation.
• Advise on the employment law implications of organizational changes, corporate structure, and business strategy.
• Provide legal guidance on employee benefits and compensation structures.
• Serve as the final legal escalation point for complex credentialing files.
• Review "red flag" applications (e.g., prior malpractice history, licensure gaps) to advise on legal risk prior to onboarding.
• Attend Clinical Review Committee meetings to provide real-time legal guidance regarding the granting, denial, or restriction of clinical privileges.
• Manage the legal process for adverse privileging actions, including drafting notices of charges, managing fair hearing procedures, and ensuring compliance with the Health Care Quality Improvement Act (HCQIA) to maintain immunity.
• Act as lead counsel in responding to inquiries and complaints from state licensing boards.
• Conduct internal investigations to gather facts, interview providers, and review medical records to draft robust, exonerating responses to regulatory bodies.
• Prepare clinicians for interviews or hearings before licensing boards.
• Oversee the legal aspects of the peer review process to ensure it remains privileged and confidential under relevant state laws.
• Draft and review Performance Improvement Plans (PIPs) and Last Chance Agreements for providers under scrutiny.
• Advise on mandatory reporting requirements to the National Practitioner Data Bank (NPDB) and state enforcement agencies.
• Manage all aspects of employment, medical malpractice, and other commercial litigation, arbitration, and internal investigations, including overseeing strategy, discovery, and resolution.
• Respond to and draft legal correspondence, including communications with federal and state agencies and correspondence from attorneys and other relevant parties.
• Represent the company before government/administrative agencies in matters involving discrimination, wage disputes, and other employment claims.
• Develop and implement litigation strategies in collaboration with internal stakeholders and external counsel.
• Monitor and analyze legislative, judicial, and regulatory developments affecting employment law.
• Develop and implement company-wide policies, procedures, and training to ensure compliance and mitigate legal risk.
• Facilitate responses to regulatory complaints and inquiries.
• Assist in developing internal processes to ensure continued compliance with evolving employment regulations and standards.
• Lead and supervise external employment counsel and other legal professionals to ensure high-quality and cost-effective legal support.
• Manage outside counsel budgets, forecasts, and reporting related to employment matters.
• Provide support for non-employment litigation matters and assist with other general legal issues as needed.
• Conduct review and administration related to employment agreements and policies.

Associate General Counsel – Labor, Employment, Medical Staff, Litigation

Behavioral Health, Substance Use Nurse Care Manager, Adult

Nurse Care Manager, Adult

Director

• Providing executive leadership to the Consultant Relations team by setting direction, establishing clear goals, and equipping the team to cultivate strong, influential relationships across the consulting ecosystem.
• Driving market education, elevating understanding of our product capabilities, and strengthening consultant preference for Included Health.
• Leading cross-functional alignment and collaboration with analytics, product, marketing, sales, and client success teams to ensure our consultant engagement strategy is tightly connected to market needs.
• Championing insights gathered from consulting partners to inform organizational priorities and influence product and go-to-market direction.

Senior Director, Consultant Relations

Product Manager

• Define the product strategy, roadmap, and prioritization for both existing and yet-to-be-developed products and features, in service of measurable impact to members and the business.
• Work closely with design, engineering, data science, clinicians, and other cross-functional partners to prioritize features and drive execution of initiatives to drive results.
• Partner with go-to-market teams to design and prioritize solutions that simultaneously address member problems, increase healthcare access, and reduce costs for members and customers.
• Create and implement measures to help quantify and optimize the impact on members and customers. Use these measures to help the team prioritize their work.
• Collaborate with other product managers to deliver cohesive, robust experiences.
• Transform the way that millions of people experience healthcare.

Senior Product Manager – Contract

Product Designer

• Champion Visual Design Excellence: Set the bar for visual design across our products and services—defining what great looks like and ensuring that our member experience is trustworthy, simple, clear and compelling.
• Educate and inspire teams across disciplines on how strong visual design builds member trust and enhances the overall experience.
• Lead critiques, workshops, and knowledge-sharing sessions to grow the team’s visual design craft.
• Audit and refine existing experiences to bring them in line with visual design best practices.
• Drive Experimentation & Iteration: Lead product experiments and iterations, using data and insights to refine and improve design strategies.
• Explore new ways to support our members and clinical team through digital interactions, leveraging storytelling, motion, generative AI, and interaction design. You're always curious and keep an eye on industry trends, bringing fresh ideas and best practices to the team.
• Drive Innovation and Future Thinking: Stay ahead of industry trends, bringing new ideas and methodologies to elevate our visual design excellence and standards.
• Explore emerging technologies, such as AI-driven design tools, to enhance visual excellence and creativity.
• Continuously refine and evolve our definition of what good looks like and how our systems support this at scale based on feedback, data, and business needs.