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Aledade is the largest network of independent primary care.
The Role
Lead and mentor a team of Outreach Specialists in a call center, focusing on performance management, quality analysis, and operational excellence while ensuring compliance and improving team efficiency.
Summary Generated by Built In
As Aledade's Supervisor of Scheduling Outreach, you'll lead and inspire a dynamic team of talented Outreach Specialists in our fast-paced call center environment. This role combines strategic leadership with hands-on mentoring, where you'll drive performance excellence while fostering a collaborative atmosphere that empowers your team to deliver exceptional results and build meaningful connections with our community. You'll be at the heart of daily operations, optimizing processes and developing your team members to thrive in this results-driven setting.
Candidates should be comfortable working remotely/work from home anywhere within the US.
Primary Duties:
Supervisory Responsibilities
- Oversee daily activities of the Scheduling Outreach Specialists ensuring understanding and adherence to company policy/procedure, compliance with HIPAA, CMS, and organizational standards for call handling/documentation
- Recruit and onboard new employees
- Review and approve time records in the company timekeeping system; ensure adherence to employee schedules and attendance requirements.
- Manage discipline and termination processes according to company policy.
- Monitor and evaluate employee and Team performance, providing continuous feedback, coaching, development, and corrective action when necessary.
- Conduct performance reviews in alignment with company policy.
- Facilitate Team huddles, Team meetings, and one-on-one discussions
- Coordinate daily and weekly workload distribution, balancing inbound response and outbound campaign assignments across teams.
- Other duties as assigned.
Quality, Data Analysis & Reporting
- Monitor calls to ensure adherence to performance and compliance standards; Review agent activity, understand pacing and dispositions, and identify coaching opportunities that improve outbound campaign performance.
- Analyze call data to identify performance gaps and trends; Collaborate with Leadership to implement solutions that improve call efficiency and performance
- Generate Outreach Specialist performance scorecards for weekly, monthly, and quarterly review.
- Partner with Workforce Management and reporting teams to forecast volumes, track productivity, and identify staffing or scheduling needs.
Minimum Qualifications:
- High School Diploma
- Experience with Five9
- 3-5 yrs experience in a call center environment. 1 year of supervisory experience with a strong emphasis on outbound operations
- Deep knowledge of call center metrics and performance levers (i.e. ACW, talk time, adherence, service levels, abandonment, conversion rates, QA).
- Proficiency with relevant technology (i.e. Call Center technology, dialer/telephony systems, reporting/analytics tools, etc.)
- Ability to work in a fast paced environment and adapt quickly to change
- Demonstrated success leading teams through change management and adoption of new processes, workflows, or technology.
- Ability to analyze data, identify trends, and recommend areas for improvement.
- Excellent verbal and written communication skills; Ability to set clear expectations, provide coaching/feedback, and resolve issues.
- Proven ability to motivate a team to achieve performance goals, build culture, foster engagement, and lead by example.
- Knowledge of workforce management (shift bidding, scheduling, and forecasting)
- Ability to work in off-hour campaign monitoring or escalated support.
Preferred Qualifications:
- Bachelor’s Degree
- Experience in a healthcare call center or patient outreach
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
Who We Are:
Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of health plans, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?
At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:
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
And much more!
At Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.
Privacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
Top Skills
Analytics Tools
Call Center Technology
Dialer Systems
Five9
Reporting Tools
Telephony Systems
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The Company
What We Do
Aledade is the largest network of independent primary care, enabling clinicians to deliver better patient outcomes and generate more savings revenue through value-based care. Aledade’s data, personal coaching, user-friendly workflows, health care policy expertise, strong payer relationships and integrated care solutions enable primary care organizations to succeed financially by keeping people healthy. Together with more than 1,900 practices and community health centers in 45 states and the District of Columbia, Aledade manages accountable care organizations that share in the risk and reward across more than 200 value-based contracts representing more than 2.5 million patient lives. To learn more, visit www.aledade.com or follow on X (Twitter), Facebook or LinkedIn.
Why Work With Us
At Aledade, we’re all about doing good for patients, practices and society - which is why we’re so passionate about value-based care and the work we do every day. Because we’re working to benefit all of society, we believe the best way to do so is to utilize all of our team members and their unique experiences, interests, backgrounds and beliefs.
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