Supervisor, Documentation (Onsite in Austin, TX)

The Supervisor, Documentation will oversee the daily operations of 8-12 non-exempt virtual and in-office Documentation Specialists, Sr. Documentation Specialists, and Documentation Processing Specialists ensuring optimal performance.
The position is 100% onsite at our office in Austin, Texas with eight hour shifts, M-F.


Primary Duties:

Supervisory Responsibilities

• Supervise the Team’s daily activities to ensure they understand and follow company policies and procedures, as well as comply with HIPAA and department procedures for call handling and documentation.
• Recruit and onboard new employees including, but not limited to, collaboration with People Team, L&D, and cross-department leaders.
• Review and approve time records in the company timekeeping system; ensure employees adhere to their schedules and attendance requirements.
• Handle employee discipline and termination processes according to company policy.
• Monitor and evaluate employee and team performance, providing continuous feedback, coaching, and development; Conduct performance reviews in alignment with company policy.
• Facilitate team huddles, Team meetings, and one-on-one discussions.
• Participate and contribute to ongoing process improvement initiatives to include, but not limited to, workflow modifications, and job aid and SOP development.

Quality, Data Analysis & Reporting

• Monitor calls and documentation to ensure adherence to performance and compliance standards
• Analyze call data to identify performance gaps and trends; Collaborate with Leadership on areas for improvement and implement solutions 
• Generate performance scorecards for weekly, monthly, and quarterly review.
• Partner with department leaders and Workforce Management to forecast volumes and identify scheduling needs to ensure adequate coverage
• Other duties as assigned

Minimum Qualifications:

• High School Diploma
• 3-5 yrs. experience in a call center environment. 1 year of supervisory experience.
• Must be able to work onsite from the Austin, Texas office
• Knowledge of call center metrics and workforce management including supervisory oversight of inbound and outbound call handling processes.
• Ability to motivate a team to meet performance objectives, cultivate a positive culture, lead through change, and lead by example.
• Ability to work in a fast-paced environment and adapt quickly to change and ambiguity.
• Excellent verbal and written communication skills; Ability to set clear expectations, provide coaching/feedback, and resolve issues. 
• Ability to interpret data, make informed decisions, identify trends, and recommend areas for improvement. 
• Proficiency with Call Center technology and reporting tools.
• Strong organizational skills and attention to detail.
• Excellent problem-solving skills.

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 rolesHealth, dental and vision insurance paid up to