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Aledade is seeking a Supervisor of Patient Solutions (ACCESS) to lead a non-clinical outreach team responsible for patient engagement and care coordination. This role blends operational leadership with strategic influence over patient experience in value-based care.
You will oversee day-to-day outbound and inbound patient outreach workflows, ensuring high-quality engagement, operational efficiency, and timely care management support. You'll monitor team productivity, documentation accuracy, and escalation activity against KPIs including enrollment, contact, conversion, and abandonment rates. You'll manage complex operational escalations through cross-functional collaboration, identify workflow bottlenecks, and implement data-driven improvements to refine front-line execution and program quality.
As a people leader, you'll lead, coach, and mentor a remote team of Outreach Specialists and Coordinators. You'll conduct regular 1:1 coaching sessions, formal performance reviews, and individual development planning. You'll foster an inclusive, patient-centered culture, identify skill gaps, and coordinate training programs to support continuous learning and process adherence.
Strategically, you'll partner with key stakeholders and medical practices to eliminate care barriers and optimize the patient journey. You'll serve as an operational thought partner in testing and scaling new workflows for the CMS ACCESS model and AI engagement platform. You'll represent the team in departmental meetings, communicate performance outcomes and operational risks to leadership, and lead special operational initiatives as the program evolves.
The role requires flexibility to work shift schedules aligned with Eastern Standard Time, including occasional evening and Saturday coverage.
REQUIREMENTS:
Minimum:
- High School Diploma
- 3+ years of supervisory experience in patient outreach, customer service, or call center operations
- Strong verbal and written communication skills
- Experience with call center platforms and telephony systems
- Proven ability to thrive and adapt in fast-paced environments
- Strong cross-functional collaboration skills with track record of translating team KPI data into actionable operational improvements
- Flexibility to work shift schedules aligned with EST, including occasional evening and Saturday coverage
Preferred:
- Bachelor's degree in Healthcare, Business Administration, or related field
- Experience with agentic AI platforms, AI-driven engagement tools, or integrating AI into patient care workflows
- Experience with EHR platforms (athenaOne), intake/RPM tools, omnichannel communications, and medical billing/CPT coding workflows
- Familiarity with value-based care models, CMS Innovation Center programs, or chronic care management workflows
- Experience supervising hybrid teams combining operational and clinical employees
