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.

Director, Staffing Operations – Vendor Management

Manager, Clinical Training – Onboarding

Manager, Business Acceleration – Care Delivery