Service Quality Improvement Specialist

The focus of a Service Quality Improvement Specialist (SQIS) is to bring data-driven insights to the organization regarding the patient experience and quality of care and service. SQISs help leaders understand what members are telling us about their healthcare journey, how our operations are performing, and how we can scale and improve operations as we continue caring for members. The ideal candidate will have a passion for service and care excellence. They will demonstrate excellent attention to detail and accuracy. You should be analytically oriented, ready to leverage data and have the ability to effectively problem-solve. Additionally, you should be comfortable taking ownership of your piece of the business and have a desire to collaborate with leadership to make decisions that will have a positive impact on the people we serve.

Responsibilities

• Create and manage reports on team/pod performance, emphasizing service and customer experience.
• Follow events through completion of investigation and action plan.
• Analyze operational indicators of emerging issues with leadership to identify interventions to reduce impact on members/patients.
• Analyze, synthesize, and communicate insights on member/patient experience and member/patient feedback.
• Investigate and develop corrective action plans for quality issues, risks, and member complaints.
• Support Audit remediation efforts.
• Supports various teams to improve quality, safety and service.
• Perform other duties as assigned.
• Works in collaboration with other organizational data experts to ensure ongoing data integrity and alignment.
• Research external best practices and tools to inform Included Health’s programs and practices.

Qualifications & Skills

• College degree required.
• Proven organizational, communication, and informal leadership skills.
• Ability to adapt rapidly to process changes.
• Experience utilizing quality improvement frameworks (e.g. Lean, SixSigma), conducting root cause analysis and leading quality improvement efforts.
• Thrives in a fast-paced environment and quick learner.
• Ability to create reports, dashboards and visualizations. Comfort with Google Apps platform and Mac OS to develop tools and reports.
• CPHQ certification or IHI certificate preferred.
• 3+ years of experience in service or quality improvement.
• Self-starter and team player who can build relationships with a wide range of partners and approaches challenges with a can-do attitude.
• Strong influencing skills and collaboration skills.
• Previous healthcare experience required.
• Experience using data and metrics to test theories, confirm assumptions, generate insights/recommendations and measure success.
• Extensive experience in effectively leading virtual meetings resulting in productive outcomes and efficient use of time.
• Passionate about excellence in customer service.
• Fast learner, can pick up new content/industries quickly in an extremely fast paced environment.

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 .

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 in accordance with the San Francisco Fair Chance Ordinance.