[Hiring] Manager, Virtual Imaging Support @Included Health

Role Description

The Manager, Virtual Imaging Support - RN, leads a team responsible for delivering high-quality, efficient, and patient-centered virtual imaging and referral support. This role blends operational oversight, people leadership, and clinical expertise to ensure the team meets performance, quality, and service standards aligned with Included Health’s values.

• Responsible for interviewing, hiring, and onboarding new team members.
• Lead, coach, and evaluate team members through regular 1:1s, performance reviews, and ongoing feedback to ensure high-quality, productive work aligned with Included Health values.
• Accountable for meeting team objectives, goals, and service standards.
• Monitor workflow performance to ensure the team is meeting clinician and patient needs.
• May manage both exempt and non-exempt team members.
• Lead and collaborate on quality and process improvement projects, using data to identify trends and enhance member experience and team performance.
• Contributes to ongoing QA/QI work in partnership with the director and clinical quality team.
• Performance will be evaluated based on the following key performance metrics:
  • Team performance - overall
  • Team engagement scores - pulse and perspectives survey
  • Individual performance - performance of individuals that report to manager

Daily Tasks:

• Serve as an escalation point for workflow questions/clarifications and complex cases.
• Foster a culture of accountability, learning, and engagement to promote retention and professional growth.
• Monitor workflows and dashboards to ensure service standards are met, adjusting staffing and assignments as needed.
• Assist with day-to-day work and direct patient care, when needed.
• Other duties as assigned.

Qualifications

• Bachelor of Science in Nursing
• Registered Nurse, in good standing with current state of licensure.
• 5+ years of clinical experience (Previous experience in primary or ambulatory care setting and telehealth experience preferred).
• 2+ years of direct people management experience in a clinical setting.
• Strong organizational and leadership skills, with experience driving engagement and accountability in a fast-paced setting.
• Professional, appropriate, effective, and tactful communication skills, including written, verbal, and nonverbal.
• Proficient in using Google Suite and other technology.
• Proven ability to lead teams effectively in dynamic and evolving environments.
• Ability to be agile and balance multiple priorities while maintaining a positive and professional attitude.

Requirements

• Prompt and regular attendance at assigned work location.
• Ability to remain seated in a stationary position for prolonged periods.
• Requires eye-hand coordination and manual dexterity sufficient to operate keyboard, computer, and other office-related equipment.
• No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., lifting a computer/laptop) may be required.
• Ability to interact with leadership, employees, and members in an appropriate manner.

Benefits

• Remote-first culture
• 401(k) savings plan through Fidelity
• Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
• Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
• Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO”)
• 12 weeks of 100% Paid Parental leave
• Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance
• Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
• 11 Holidays Paid with one Floating Paid Holiday
• Work-From-Home reimbursement to support team collaboration and effective home office work
• 24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations