Senior Director, Program Implementation, Remote

The Senior Director, Program Implementation and Regional Customer Support is a key leadership role responsible for the successful implementation of Aledade ACO programs and initiatives across assigned regions. This position will ensure exceptional customer service and support for Provider Networks regional leaders and staff, as well as participating providers. This individual will lead a team of implementation specialists and program managers, driving standardization and scalability across PN Operations, including payment programs. This position will be key to fostering strong relationships with all internal and external stakeholders by continuously improving the overall customer experience. The incumbent will collaborate closely with internal teams, including regional leaders and staff, clinical leadership, Business Intelligence, and IT, to ensure seamless program execution and optimal performance. This role will report to the Vice President within Provider Networks Operations.

Primary Duties:

• Program Implementation Leadership:
• Develop and execute comprehensive business operations implementation plans for new and existing ACO programs, ensuring alignment with organizational goals and regulatory requirements. This includes rostering, withdrawal, and practice payment excellence.
• Lead and mentor a team of implementation specialists, providing guidance, training, and performance management.
• Oversee the onboarding and training of participating providers’ business staff, practice transformation specialists, and regional leadership on ACO payment programs, policies, and procedures.
• Monitor program implementation progress, identify potential challenges, and develop mitigation strategies.
• Collaborate with internal teams to ensure effective communication and coordination throughout the implementation process.
• Develop and present reports on payment excellence program performance, customer satisfaction, and key metrics to senior leadership.
• Develop and maintain program implementation documentation, including training materials, workflows, and standard operating procedures.
• Drive adoption of best practices and innovative approaches to program implementation.


• Regional Customer Support Leadership:
• Develop and implement a customer support strategy that prioritizes responsiveness, empathy, and problem-solving.
• Oversee the resolution of regional leaders and staff, as well as provider and patient inquiries and issues, ensuring timely and effective responses.
• Establish and monitor key performance indicators (KPIs) for customer support, such as resolution time, customer satisfaction, and call volume.
• Analyze program implementation and customer support data to identify trends, opportunities for improvement, and areas of concern.
• Collaborate with internal teams to address systemic issues and improve program design.
• Ensure compliance with all applicable privacy regulations (e.g., HIPAA) in all customer interactions.
• Build and maintain strong relationships with key stakeholders, including Regional leaders and staff, participating providers, hospital administrators, and community organizations.
• Serve as a primary point of contact for regional inquiries and concerns.
• Represent Aledade at regional meetings and events.
• Conduct regular site visits to participating provider practices to provide support and gather feedback.

Minimum Qualifications:

• Bachelor's degree required, Master's degree in business administration, or a related field preferred.
• Minimum of 7-10 years of experience in program implementation, customer support, or healthcare operations, with at least 5 years in a leadership role. 
• Experience with CRM systems and customer support software.

Preferred Qualifications:

• Proven track record of successfully implementing complex programs and initiatives.
• Strong leadership and management skills, with the ability to motivate and develop a team.
• Excellent communication, interpersonal, and presentation skills.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team.
• Knowledge of healthcare regulations and compliance requirements (e.g., HIPAA).

Physical Requirements:

• Ability to travel up to 5% of the time, as needed

The base salary/wage range for this position is: $138,500 – $193,900 USD annually
This range represents the expected base pay for the role across all U.S. locations, based on market data and internal benchmarking. Aledade offers a competitive total rewards package, which includes a company bonus, equity, 401k match, healthcare coverage and a broad range of other benefits. A full review of our total rewards packag