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Salary: USD 81,070 - 124,553 / annual
Included Health seeks a Quality Improvement Lead to drive data-informed operational excellence and member experience enhancements. This role bridges analytics and operations, translating member feedback and performance metrics into actionable improvements across the organization.
You will serve as a key point of contact for clients, managing communications and proactively identifying escalation trends to inform process improvements. You'll conduct Member Satisfaction (MSAT) trend analysis, perform quality assurance and escalation analysis, and partner with Operations Transformation teams on implementation planning and carrier transitions.
Core responsibilities include developing and managing performance dashboards and reports, investigating quality issues and member feedback trends, and leading process improvement initiatives using data insights. You'll facilitate weekly quality meetings with Member Resolution Supervisors, attend workforce management sessions, and support the Advocate Team with data-driven performance recommendations.
You'll analyze operational metrics to identify emerging issues, collaborate with leadership on proactive interventions, and ensure data integrity across reporting systems. The role involves researching best practices and external benchmarks, supporting audit remediation and compliance activities, and driving cross-functional collaboration to improve quality, safety, and service outcomes.
Required: 3+ years in service quality improvement, healthcare operations, or related fields; 2+ years creating reports, dashboards, and visualizations; Bachelor's degree. Preferred: CPHQ or IHI certification. You should have experience with quality improvement frameworks (Lean, Six Sigma), root cause analysis, and process optimization. Strong proficiency in Google Apps and Mac OS, excellent virtual facilitation skills, and deep knowledge of healthcare member experience metrics are essential. The ideal candidate is a self-starter with exceptional organizational and communication skills, able to influence stakeholders and thrive in a fast-paced, dynamic environment.
