Sr Project Manager, Patient & Practice Solutions

The Sr Project Manager, Patient & Practice Solutions supports the end-to-end implementation, enhancement, and optimization of CCaaS (Contact Center as a Service) platforms and AI-driven solutions within the call center and operational support environments. This role partners closely with business stakeholders, Product and IT teams, and multiple technology vendors to deliver innovative projects that improve agent productivity, streamline operations, and elevate the Patient experience in efficient and scalable ways.

Primary Duties:

• Project Planning and Execution
• Lead end-to-end project management for CCaaS (Contact Center as a Service) and related technology while supporting AI-driven initiatives related to healthcare patient engagement and operations.
• Facilitate project planning sessions to define project scope, objectives, deliverables, and success criteria aligned with organizational goals and healthcare compliance (such as HIPAA).
• Coordinate the integration and optimization of AI capabilities, including virtual agents, chatbots, and natural language processing for patient support, triage, and appointment scheduling.
• Oversee the deployment and continuous improvement of CCaaS platforms to provide seamless, omnichannel patient experiences.
• Ensure patient privacy, data security, and adherence to regulatory requirements across all call center technology implementations.
• Manage change control processes, ensuring smooth transitions and training for end users (call center agents, clinicians, and support staff).
• Documentation, Communication & Project Quality:
• Develop and maintain comprehensive project plans, schedules, budgets, and resource allocations for multiple simultaneous projects.

Minimum Qualifications:

• Bachelor’s Degree
• PMP (Project Management Professional)
• 5 years of progressive experience in Project Management roles; Proven experience managing technology-driven projects in a contact center environment
• Experience with CCaaS platforms and AI-powered customer engagement technologies, such as chatbots, sentiment analysis, or predictive analytics.
• Adept at documenting project requirements, creating project plans, and communicating progress to stakeholders at all levels
• Experience with change management, user training, and adoption strategies for new technologies and processes.
• Exceptional collaboration skills; Proven track record working with cross-functional teams (i.e. IT, Product, operations, etc.) and vendor partners
• Strong analytical and problem-solving skills; critical thinking skills; Relentless focus on data, using numbers to guide strategic decisions.
• Experience with service operations, ideally in a call center where metrics, technology, and operational rigor were used to drive patient engagement.
• Strong leadership, communication, and interpersonal skills — both managing up and down.
• Knowledge of healthcare compliance and privacy regulations as well as wage and hour laws related to non-exempt employees
• Commitment to patient-centered care and improving the patient experience.

Preferred Qualifications:

• Agile, Six Sigma, ITIL
• Background in troubleshooting and resolving tech issues impacting call center operations
• Understanding of data privacy, compliance standards, and security best practices relating to customer contact data.

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 un