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Manager, Patient Engagement Operations

extra holidays - extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

Egypt, Albania, Vatican City, Texas (USA), United States

Offer summary

Qualifications:

5+ years leading contact center teams, 3 years managing omni-channel campaigns, Experience with CCaaS/UCaaS/CPaaS platforms, Expertise in key performance metrics.

Key responsabilities:

Manage omni-channel patient engagement teams
Design and execute outreach campaigns
Streamline workflow and success metrics
Partner with leadership to review performance

Aledade, Inc. Scaleup http://www.aledade.com

1001 - 5000 Employees

See more Aledade, Inc. offers

Job 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.

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.