Responsibilities:
- Own the multi‑year Member Care staffing strategy across channels, roles, and staffing type.
- Translate demand forecasts into clear capacity and staffing requirements.
- Lead the workforce management and scheduling function for Member Care.
Vendor / BPO Strategy & Management:
- Oversee the management of BPO relationships, including daily and weekly check-ins.
- Ensure BPO partners are trained, enabled, and informed at the same standard as internal teams.
- Partner with Legal, Procurement, and Finance on contracting, pricing, and commercial terms.
Leadership, People Development & Culture:
- Lead, coach, and develop a high‑performing team that includes individual contributors and people-managers.
- Set a clear vision, strategy, and roadmap for the staffing and vendor management function.
- Champion a culture of continuous improvement and experimentation.
Included Health
Included Health is a healthcare company that delivers virtual care and navigation. They are on a mission to raise the standard of healthcare for everyone and break down barriers to provide high-quality care for every person in every community.