Remote Quality Improvement Lead

Included Health, Inc.; Northern (KY); Hybrid; USD 86,000 - 113,000; Full time

Benefits offered by this job

Remote-first culture

401(k) savings plan

Comprehensive medical, vision, and key

Dental coverage

Paid Time Off

Parental leave

Work-From-Home reimbursement

Job summary

Included Health is seeking a Quality Improvement Lead to transform data into actionable insights that enhance member experience, quality of care, and service excellence. You will translate feedback and performance data into scalable improvements, partnering with leadership to drive data-informed decisions.

In a fast-paced setting, you will own analyses, lead cross-functional initiatives, and support teams with dashboards, reports, and corrective action plans to raise service quality and

Qualifications

• 3+ years in service quality improvement, healthcare operations, or related fields.
• 2+ years creating reports, dashboards, and visualizations to drive performance.
• Bachelor's degree; CPHQ or IHI certification preferred.
• Experience with Lean, Six Sigma, root-cause analysis, and process optimization.
• Ability to interpret data and test hypotheses to measure outcomes.
• Strong virtual meeting facilitation and cross-functional collaboration.
• Experience in healthcare settings; knowledge of member experience metrics is a plus.
• Proactive problem-solver with strong organizational skills.

Responsibilities

• Interact with clients and serve as primary contact, ensuring clear communication.
• Manage client emails and ensure timely professional responses.
• Analyze escalation trends to inform process improvements.
• Partner with Operations Transformation on implementation planning.
• Perform MSAT trend analysis and drive action.
• Support Advocate Team with data-driven insights.
• Lead quality meetings and drive cross-functional improvements.
• Develop reports on team and pod performance.
• Investigate quality issues and track corrective actions.

Skills

3+ years service quality improvement

2+ years dashboards/reports

Google Apps & Mac OS

Education

Bachelor's degree

CPHQ or IHI certification preferred

Job description

Included Health is seeking a Quality Improvement Lead to transform data into actionable insights that enhance member experience, quality of care, and service excellence. You will translate feedback and performance data into scalable improvements, partnering with leadership to drive data-informed decisions.

In a fast-paced setting, you will own analyses, lead cross-functional initiatives, and support teams with dashboards, reports, and corrective action plans to raise service quality and