Director, Service Operations

Summary

Join Aledade as the Director, Service Operations and lead the strategy and execution of patient engagement and operational support teams. You will manage staff, processes, and technology to ensure business goals and patient satisfaction are met. Oversee inbound and outbound omnichannel engagement and centralized support teams. Design and execute outreach campaigns, define workflows and metrics, and assist with CCaaS system implementation. Partner with various teams to optimize efficiencies and reporting. Prioritize competing needs across stakeholders and provide strategic planning to senior leadership. Build a high-performing organizational structure and manage the departmental budget.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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
• Stock options