Manager, Patient Engagement Operations
Albany, GA / Alexandria, VA / Houston, TX
Aledade Plus – A+ /
Full Time /
Remote
The Manager, Patient Engagement will lead and inspire a dynamic team of supervisors and staff within Aledade’s Patient Engagement team . This leader is responsible for managing omnichannel inbound and outbound teams and operational support functions to enhance patient, practice, and employee satisfaction. A key focus will be on supervisor development, ensuring that front-line leaders are equipped to drive team performance, foster engagement, and meet organizational objectives.
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 such as first-call resolution, contact/conversion rates, patient satisfaction, quality, abandonment rates, and service level agreements (SLAs).
- Build organizational structure that enables high performance while providing a pathway for performing team members, including mentorship, development, and leadership opportunities.
- Partner with the Director, 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 reporting, technology, and engagement strategies.
- Prioritize projects and 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.
- Manage team 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 100+ agents.
- Minimum three years' experience running multi-modal omni-channel campaigns with automation to improve contact and conversion rates (SMS, voice, dialers, email, chat).
- Minimum three 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 experience with CCaaS/UCaaS/CPaaS/CRM telephony platforms including Five9, and RingCentral.
- 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 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.
