Senior Director, Program Implementation

Summary

Join Aledade as a Senior Director, Program Implementation and Regional Customer Support, a key leadership role responsible for successful ACO program implementation and exceptional customer service across assigned regions. Lead a team of implementation specialists and program managers, driving standardization and scalability across PN Operations, including payment programs. Foster strong relationships with internal and external stakeholders, continuously improving customer experience. Collaborate with internal teams for seamless program execution and optimal performance. Report to the Vice President within Provider Networks Operations. This role requires strong leadership, communication, and analytical skills, along with experience in program implementation and customer support within healthcare.

Requirements

• Bachelor's degree required, Master's degree in business administration, or a related field preferred
• Minimum of 7-10 years of experience in program implementation, customer support, or healthcare operations, with at least 5 years in a leadership role
• Experience with CRM systems and customer support software
• Ability to travel up to 5% of the time, as needed

Responsibilities

• Develop and execute comprehensive business operations implementation plans for new and existing ACO programs, ensuring alignment with organizational goals and regulatory requirements. This includes rostering, withdrawal, and practice payment excellence
• Lead and mentor a team of implementation specialists, providing guidance, training, and performance management
• Oversee the onboarding and training of participating providers’ business staff, practice transformation specialists, and regional leadership on ACO payment programs, policies, and procedures
• Monitor program implementation progress, identify potential challenges, and develop mitigation strategies
• Collaborate with internal teams to ensure effective communication and coordination throughout the implementation process
• Develop and present reports on payment excellence program performance, customer satisfaction, and key metrics to senior leadership
• Develop and maintain program implementation documentation, including training materials, workflows, and standard operating procedures
• Drive adoption of best practices and innovative approaches to program implementation
• Develop and implement a customer support strategy that prioritizes responsiveness, empathy, and problem-solving
• Oversee the resolution of regional leaders and staff, as well as provider and patient inquiries and issues, ensuring timely and effective responses
• Establish and monitor key performance indicators (KPIs) for customer support, such as resolution time, customer satisfaction, and call volume
• Analyze program implementation and customer support data to identify trends, opportunities for improvement, and areas of concern
• Collaborate with internal teams to address systemic issues and improve program design
• Ensure compliance with all applicable privacy regulations (e.g., HIPAA) in all customer interactions
• Build and maintain strong relationships with key stakeholders, including Regional leaders and staff, participating providers, hospital administrators, and community organizations
• Serve as a primary point of contact for regional inquiries and concerns
• Represent Aledade at regional meetings and events
• Conduct regular site visits to participating provider practices to provide support and gather feedback

Preferred Qualifications

• Proven track record of successfully implementing complex programs and initiatives
• Strong leadership and management skills, with the ability to motivate and develop a team
• Excellent communication, interpersonal, and presentation skills
• Strong analytical and problem-solving skills
• Ability to work independently and as part of a team
• Knowledge of healthcare regulations and compliance requirements (e.g., HIPAA)

Benefits

• 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
• Flexible work schedules and the ability to work remotely are available for many roles