Manager - Patient Engagement Operations

2 days ago

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Aledade, Inc.

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Accountable Care Organizations (ACOs) • Health Information Technology • Data Analytics • Physician Collaborations

501 - 1000 employees

Founded 2014

⚕️ Healthcare Insurance

🏢 Enterprise

Description

• 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.

Requirements

• 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.