Senior Director, Patient Engagement, Remote

The Senior Director of Patient Engagement will lead and manage the patient engagement team (including 100+ patient engagement professionals spanning synchronous call center and other asynchronous marketing modalities), develop and execute patient engagement strategies across operations and technology, and measure the impact of patient engagement programs.
Primary responsibiltiies and duties include:

Own performance metrics, tirelessly focused on driving “conversion rate” in a patient-centered way.

• Set and manage performance against key metrics, especially conversion rate but also designing, establishing, and setting key consequential performance indicators including reach rate, “no show” rates, unit costs, and patient and employee NPS — always ensuring measurement remains aligned with Aledade’s North Star objectives.
• Foster a data-driven, “test-and-learn” culture for continuous rapid-cycle improvement through A/B testing, randomized control trials, and other study designs, partnering with our impact analytics research team.

Serve as the single-threaded owner of our patient engagement strategy.

• Build effortless integration with the downstream “service delivery” team that delivers the clinical programs to patients after the patient engagement team sells them. Develop and grow a care navigation capability.
• Develop multi-modal approaches to patient engagement that combine synchronous (call) and asynchronous (text, mail, email, IVR, etc.) modalities in a seamless patient experience.
• Evaluate build vs. buy opportunities that best set the team up for success.
• Prioritize competing needs across a variety of diverse stakeholders including internal customers, Aledade’s primary care practice partners, patients, and the patient engagement team.
• Provide thought partnership and leadership across senior leadership to keep all parties informed of current opportunities, best practices, voice of the patient, and challenges in order to facilitate the design of strategies that consistently position Aledade Plus to capture the future.

Build and lead a world-class team of patient engagement professionals:

• Develop, champion, live, and manage to guiding principles that streamline decision-making in an environment with competing needs across a diverse set of stakeholders.
• Build organizational structure that enables high performance while providing pathway for high performing team members, including leadership, mentorship, and development opportunities. 
• Define workflows, policies, and approaches, clearly communicating with the team to ensure their engagement in our success.
• Foster a culture of empathy, inclusivity, integrity, optimistic warmth, and continuous improvement within the team. Build a patient engagement contact center that feels differentiated from traditional “call center” environments all with the goal of building trust, focus and enthusiasm for the team to surpass expectations on KPIs.

Inform technology strategy to develop an advanced tech stack that drives team efficiency:

• Advise and guide a team of technology professionals in the building of a highly tech-enabled process for patient engagement, including iteration on our homegrown patient engagement platform, Vida.
• Automate work wherever possible, allowing our team to operate at “top of scope.”

Minimum Qualifications:

• Bachelor’s Degree with 15 years of progressive experience in management roles overseeing medium-to-large teams of 30+, including contact center experience.

Preferred Qualifications:

• Masters degree in public health, business administration, industrial and operational engineering, or similar.
• Experience in healthcare industry

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Remote work position, but 10% travel expected (and attendance welcome at any of our offices in Bethesda, MD; New York, NY; Austin, TX; Palo Alto, CA; or Durham, NC.)

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 payers, 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 -