Manager, Outreach Success

Summary

Join Aledade as the Manager, Outreach Success and play a critical role in enhancing patient engagement strategies, focusing on outbound communication and analysis. Optimize contact success by testing and refining Caller ID, developing call scripts, and overseeing contact dispositions. Monitor performance, identify inconsistencies, and deliver actionable insights to leadership. Oversee a team of call center agents (healthcare experience preferred). Manage an omni-channel patient engagement team, develop call scripts, analyze call dispositions, optimize Caller ID, provide coaching, and consolidate insights for stakeholders. Collaborate cross-functionally to align outreach efforts with organizational objectives. This role requires extensive experience in outbound engagement, script development, Caller ID technologies, CCaaS systems, automated dialers, and performance management.

Requirements

• 5+ years experience leading high volume outbound engagement teams (+25 FTE) across multiple channels (phone, email, SMS), with strong emphasis on contact and conversion rates
• 1+ years experience developing and optimizing call scripts to ensure clear, engaging, and effective communication that drives conversion performance and enhances patient experience
• 2+ years of expertise in advanced Caller ID technologies, including Direct Inward Dialing (DID), Reputation Scoring, Branded Caller ID, SPAM mitigation, and STIR/SHAKEN protocols
• 2+ years experience with Five9 or other CCaaS systems, including campaign performance analysis, call disposition tracking, and call path optimization
• 2+ years experience running automated dialers (Preview, Power, Progressive) including experience with VM detection, self-service IVRs/AI, CRM integration, and TCPA requirements
• 2+ years of experience in performance management, including setting goals, coaching teams, and tracking key performance indicators (KPIs) with heavy focus on disposition analysis
• In-depth experience with list management for outbound cadences (bi-directional CRM and dialer integrations via both manual uploads and API configurations)
• Hands-on experience in Quality Assurance and call auditing, using insights to identify areas for training and process improvement
• Skilled in creating and analyzing performance and operational reports to support strategic decision-making and increase transparency
• Strong adaptability, with the ability to quickly adjust to changing business needs and implement solutions efficiently
• Sitting for prolonged periods of time

Responsibilities

• Manage an inbound and outbound omni-channel patient engagement and operational support team focused on improving health outcomes and Aledade performance metrics
• Develop and maintain a comprehensive library of call, text, and email scripts tailored to various customer scenarios, with a focus on improving conversion rates, ensuring message clarity, and delivering a consistent, positive patient experience
• Oversee the creation and weekly analysis of call dispositions to ensure accurate tracking of outcomes and identify trends or opportunities for improvement
• Continuously test and optimize Caller ID display settings to improve contact rates, aligning changes with established outreach cadences
• Provide actionable feedback, training materials, and coaching support to both leadership and front-line agents to enhance performance and consistency
• Consolidate key insights from script testing, disposition analysis, and call audits into clear, data-driven takeaways and communicate them to relevant stakeholders
• Collaborate cross-functionally to align outreach efforts with broader organizational objectives, using performance metrics and testing results to inform strategy adjustments

Preferred Qualifications

• Experience managing or supporting teams focused on healthcare outreach, patient engagement, or value-based care initiatives
• Demonstrated success using A/B testing to improve contact and conversion rates through script and outreach strategy refinements
• Advanced knowledge of spam mitigation tools and best practices , ensuring outbound numbers are properly registered and maintain a clean reputation across carriers
• Strong understanding of key contact center metrics , such as True Contact Rate (TCR), Right Party Contact (RPC), Service Level, and Abandonment Rate
• Experience collaborating with cross-functional teams , including Workforce Management (WFM) and analytics, to align engagement strategies with customer needs
• Excellent communication skills , with the ability to clearly present data-driven insights and actionable recommendations to stakeholders

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)
• Two paid volunteer days and 11 paid holidays
• 12 weeks paid parental leave for all new parents
• Six weeks paid sabbatical after six years of service
• Educational Assistant Program and Clinical Employee Reimbursement Program
• 401(k) with up to 4% match
• Stock options