Supervisor, Scheduling Outreach (Remote) at Aledade

Phoenix, Arizona, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

High School Diploma
3-5 years 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
Prolonged periods of sitting at a desk and working on a computer (Physical Requirement)
Preferred Qualifications
Bachelor’s Degree
Experience in a healthcare call center or patient outreach

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
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

Skills

Key technologies and capabilities for this role

Team LeadershipPerformance ManagementEmployee CoachingCall Center ManagementData AnalysisHIPAA ComplianceCMS ComplianceRecruitingOnboardingTimekeeping SystemsQuality MonitoringCall Analysis

Questions & Answers

Common questions about this position

Is this position remote?

Yes, candidates should be comfortable working remotely/work from home anywhere within the US.

What is the salary range for this role?

This information is not specified in the job description.

What experience and skills are required for this position?

The role requires 3-5 years of experience in a call center environment, including 1 year of supervisory experience with emphasis on outbound operations, deep knowledge of call center metrics like ACW, talk time, adherence, and proficiency with call center technology such as dialer/telephony systems and reporting tools.

What does the team environment look like at Aledade?

The role involves leading a dynamic team of Outreach Specialists in a fast-paced call center environment, fostering a collaborative atmosphere through hands-on mentoring, team huddles, meetings, and one-on-one discussions.

What makes a strong candidate for the Supervisor, Scheduling Outreach role?

Strong candidates have supervisory experience in outbound call center operations, deep knowledge of performance metrics, proficiency with call center technologies, and demonstrated success in leading teams through change and data-driven improvements.

Aledade

Supports independent primary care practices

About Aledade

Aledade operates in the primary care sector, focusing on supporting independent primary care practices. The company provides these practices with essential support and data to help them navigate the challenges of the changing healthcare landscape. Aledade offers personalized, on-the-ground assistance, ensuring that practices have timely access to the right data to improve the quality of care they deliver to their communities. Additionally, Aledade has developed a proprietary technology application that gives practices insights about their patients, further enhancing their care capabilities. Unlike many competitors, Aledade is dedicated to the success of independent practices, making it the largest network of its kind in the nation. The company's goal is to empower these practices to thrive and provide high-quality care through its support services and technology.

Bethesda, MarylandHeadquarters

2014Year Founded

$662MTotal Funding

SERIES_FCompany Stage

Enterprise Software, HealthcareIndustries

1,001-5,000Employees

Risks

Increased competition from platforms like Privia Health threatens Aledade's market share.

Integration challenges from acquiring Medical Advantage may disrupt operations in Michigan.

Rapid technological advancements require continuous updates to Aledade's technology platform.

Differentiation

Aledade partners with independent primary care physicians to create Accountable Care Organizations.

The company offers a proprietary technology platform for timely patient insights.

Aledade provides personalized, on-the-ground support to enhance care quality.

Upsides

Aledade's acquisition of Medical Advantage expands its presence in Michigan significantly.

The rise of telehealth creates new opportunities for Aledade's primary care practices.

Aledade's focus on value-based care aligns with increasing demand for ACOs.

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