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 package will be discussed at the offer stage with the selected candidate.

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 roles

Health, dental and vision insurance paid up to 80% for employees, dependents and domestic partners

Robust time-off plan (21 days of PTO in your first year)

Two paid volunteer days and 11 paid holidays

12 weeks paid parental leave for all new parents

Six weeks paid sabbatical after six years of service

Educational Assistant Program and Clinical Employee Reimbursement Program

401(k) with up to 4% match

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And much more!

At Aledade, we don't just accept differences, we celebrate them! We strive to attract, develop and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.

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