The Director, Service Operations will lead the strategy and execution of various patient engagement and operational support teams within our healthcare service center, managing staff, processes, and technology to ensure business goals are met along with patient, practice, and employee satisfaction.  The Director will have oversight of both inbound and outbound omnichannel engagement and centralized support teams critical to enhancing the overall patient and practice experience within Aledade's ACOs.

Primary Duties:

• Manage multiple inbound and outbound omni-channel patient engagement and operational support teams focused on improving health outcomes and Aledade performance metrics.
• Design and execute clear, measurable outreach campaigns that drive patient activation and engagement through multi-modal communication strategies (phone, dialers, SMS, email).
• Define & streamline workflow and success metrics for all teams, including  development of  reporting and accountability for KPIs and OKRs.
• Assist with strategic design and implementation of CCaaS systems, including CRM integration and customer journey mapping through various workflows.
• Define & build reporting for success metrics, such as first-call resolution, contact/conversion rates, patient satisfaction, quality, abandonment rates, and service level agreements (SLAs).
• Partner with the VP, Patient Engagement to regularly review performance reports and dashboards, identifying trends, challenges, and opportunities for improvement.
• Collaborate with Workforce Management, Telephony Engineering, and Quality Assurance to optimize efficiencies, reporting, technology, and engagement strategies.
• Prioritize competing needs across a variety of diverse stakeholders including internal customers, Aledade's primary care practice partners, patients, product, and service delivery teams.
• Provide thought partnership and strategic planning across senior leadership, keeping all parties informed of current opportunities, best practices, voice of the patient, and financial results.
• Build organizational structure that enables high performance while providing a pathway for performing team members, including mentorship, development, and leadership opportunities.
• Manage departmental budget and plan effectively for responsible growth.

Minimum Qualifications:

• Minimum 5 years experience leading inbound and outbound contact center teams in startup or high growth organizations in excess of 200+ agents.
• Minimum 3 years experience running multi-modal omni-channel campaigns with automation to improve contact and conversion rates (SMS, voice, dialers, email, chat).
• Minimum 3 years experience running operational support teams (Quality Assurance, Issue Resolution, Dialer Administration, Document Processing, CCaaS Engineering, etc).
• Deep understanding and experience managing key metrics such as contact and conversion rates, occupancy, adherence, AHT/ACW, 1st call resolution, abandonment rates, CSAT, etc.
• Expertise and hands on implementation experience with CCaaS/UCaaS/CPaaS/CRM platforms including Five9, RingCentral, and Twilio.
• Experience partnering with Workforce Management on scheduling, forecasting, optimization, and reporting at the department, queue, and individual levels.
• Proven track record for building high performing teams and organizational structure that identifies and promotes high performing members using data driven analysis.

Preferred Skills:

• Proficiency in Excel, Tableau, and reporting platforms/methodologies.
• Ability to build trust, encourage communication, and ensure teams are aligned to goals.
• Strong proficiency and implementation experience with CCaaS/UCaaS telephony platforms (Five9, RingCentral and Twilio preferred).
• Strong analytical abilities to interpret data, identify patterns and trends, and make data-driven decisions
• Knowledge of workforce management methodologies, including scheduling, reporting, and optimization.
• Effective communication and collaboration skills with a drive to build trust and teach others.

Physical Requirements:

• The role involves sitting for extended periods and extensive use of computers and keyboards

Who We Are:

Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.

What Does This Mean for You?

At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.

In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:

Flexible work schedules and the ability to work remotely are available for many roles

Health, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays

12 weeks paid Parental Leave for all new parents

6 weeks paid sabbatical after 6 years of service

Educational Assistant Program & Clinical Employee Reimbursement Program

401(K) with up to 4% match

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And much more!

At Aledade, we don't just accept differences, we celebrate them!   We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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