Senior Manager, Customer Retention, Remote
Arlington, VA
Provider Networks – Network Operations & Performance /
Full Time /
Remote
The Senior Manager of Customer Retention oversees Aledade’s customer retention and churn management efforts, from engagement with Aledade’s services arm to any exit from the network. The Senior Manager will lead the development and implementation of holistic, data-driven, and proactive strategies to retain and support partner practices. With a deep commitment to customer service, this individual will closely evaluate the lifecycle of a practice and seek opportunities for improvement.
Primary Duties:
- Build a bidirectional system to gather input from key internal and external stakeholders, synthesizing insights to deepen organization intelligence about our practice experience and needs for support.
- Design a proactive strategy to identify customer pain points/reasons for churn, diagnose and analyze potential solutions, and develop executable plans to mitigate churn by focusing on practice success and partnership in value based care arrangements.
- Lead efforts to analyze and build financial/economic models to develop strategic insights and evaluate business problems.
- Collate, align, assess the efficacy of Aledade’s portfolio of offerings to mitigate and prevent churn.
- Lead cross-company efforts to promote practice retention via a range of initiatives, including but not limited to financial programs, operational and staffing solutions, and MSO services.
- Convene leaders across Aledade to refine strategy to mitigate practice churn, with a particular focus on local market intelligence and needs.
- Lead the development of new or enhanced approaches to improve practice experience and encourage retention, with the goal of mitigating churn risk through upstream, collaborative solutions.
- In collaboration with BI and IA teams, guide the development of predictive modeling for practice churn.
- Provide regular strategic updates on practice churn trends and programmatic offerings to Aledade executive leadership and board members.
- Other duties within Performance Initiatives as consistent with your skill set and assigned by manager.
Minimum Qualifications:
- 8-10+ years of applicable experience in Corporate Strategy and/or management consulting
- Bachelor’s degree in Business, Strategy or Marketing.
Preferred Qualifications:
- Master’s degree or other advanced degree(s) in business, health administration and/or public policy, or other relevant fields.
- 7+ years of experience in population health management and/or health information technology.
- Experience leading a network of locations, owned or otherwise.
- Flexible, self-starter, and comfortable working in a rapidly changing environment.
- Demonstrated ability to develop and lead high performing and collaborative teams.
- Strong foundation in value-based care principles and proven leadership in the healthcare industry.
- Demonstrated leadership ability to think strategically and implement tactically to consistently deliver results; well-developed skills in diplomacy and collaboration. Creative problem solver and solutions provider
- Deep empathy for independent primary care practices and passion for their long term success in value based care.
- Ability to synthesize data from multiple sources to inform action plans and strategy.
- Track record of success in achieving scalable outcomes via national franchise models, with a focus on use of technological tools to scale.
- Strong vision and belief in tech-enablement of the company’s products to enable consistent results at scale and reduced operating costs.
Physical Requirements:
- Sitting for prolonged periods of time. Extensive use of computers and keyboard. Occasional walking and lifting may be required.
- Ability to travel up to 25% of the time
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 health plans, 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.
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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