患者解决方案主管（ACCESS）
Supervisor, Patient Solutions (ACCESS)
作为患者解决方案主管（ACCESS），您将领导一支非临床的外联团队，该团队是患者参与的核心，塑造患者与所需护理和资源连接的方式。您将负责日常外联运营和EHR/平台管理，同时也会参与更高风险的工作：指导临床分诊、解决数据升级问题，并与其他团队合作，确保项目朝着战略目标前进。这个职位结合了稳定的运营管理与对患者护理体验的实际影响力。
候选人应能够在美国任何地方远程工作，覆盖所有美国时区。
主要职责
卓越绩效
直接管理日常的外呼和内呼流程，确保高质量的患者参与、运营效率和及时的护理管理支持。
监控生产力、文档准确性及升级活动，以持续达成团队KPI（例如，注册率、联系率、转化率和放弃率）。
负责处理入站注册、入职和护理管理队列。通过跨职能协作处理复杂的操作升级。
识别流程瓶颈，利用数据洞察并实施最佳实践，以优化一线执行和整体项目质量。
人员领导与发展
领导、辅导和指导远程的外联专员和协调员团队，培养高绩效和责任感。
定期进行1:1辅导会议、正式绩效评估和与组织目标一致的个人发展计划。
营造包容、富有同理心和以患者为中心的文化，专注于实现团队成果并保持员工参与度。
识别技能差距，协调持续培训项目，以支持持续学习和流程合规。
战略协作与创新
与关键利益相关者和医疗实践紧密合作，消除护理障碍，优化患者旅程，解决行政升级问题。
作为CMS ACCESS模型和AI互动平台新流程测试、迭代和扩展的运营思想伙伴。
在部门会议中代表团队，并向管理层传达绩效结果、运营风险和流程更新。
在项目演进过程中领导或支持特别的运营项目。
其他指派任务
最低要求：
高中文凭
3年以上管理经验
查看英文原文
As Supervisor of Patient Solutions (ACCESS), you'll lead a non-clinical outreach team at the heart of patient engagement, shaping how patients connect with the care and resources they need. You'll oversee day-to-day outreach operations and EHR/platform administration while also stepping into higher-stakes work: guiding clinical triage, resolving data escalations, and partnering across teams to keep the program moving toward its strategic goals. It's a role that blends steady operational leadership with real influence over how patients experience care.
Candidates should be comfortable working remotely from anywhere within the US, across all US time zones.
Primary Duties
Performance Excellence
Direct daily outbound and inbound workflows to ensure high-quality patient engagement, operational efficiency, and timely care management support.
Monitor productivity, documentation accuracy, and escalation activity to consistently achieve team KPIs (e.g., enrollment, contact, conversion, and abandonment rates).
Oversee inbound enrollment, onboarding, and care management queues. Manage complex operational escalations via cross-functional collaboration.
Identify workflow bottlenecks, leverage data insights, and implement best practices to refine front-line execution and overall program quality.
People Leadership & Development
Lead, coach, and mentor a remote team of Outreach Specialists and Coordinators to cultivate high performance and accountability.
Conduct regular 1:1 coaching sessions, formal performance reviews, and individual development planning aligned with organizational goals.
Foster an inclusive, empathetic, and patient-centered culture focused on achieving team outcomes and sustaining employee engagement.
Identify skill gaps and coordinate ongoing training programs to support continuous learning and process adherence.
Strategic Collaboration & Innovation
Partner closely with key stakeholders and medical practices to eliminate care barriers, optimize the patient journey, and resolve administrative escalations.
Serve as an operational thought partner in testing, iterating, and scaling new workflows for the CMS ACCESS model and AI engagement platform.
Represent the team in departmental meetings and communicate performance outcomes, operational risks, and workflow updates to leadership.
Lead or support special operational initiatives as the program evolves.
Other duties as assigned
Minimum Qualifications:
High School Diploma
3+ years of supervisory experience in patient outreach, customer service, or call center ops
Strong verbal and written communication skills
Experience with Call Center Platforms and telephony systems.
Proven ability to thrive and adapt in a fast-paced environment as program scope evolves.
Strong cross-functional collaboration skills, with a track record of translating team KPI data into actionable operational improvements.
Flexibility to work shift schedules aligned with Eastern Standard Time (EST), including occasional evening and Saturday coverage as needed.
Preferred Qualifications:
Bachelor’s degree in Healthcare, Business Administration or a related field.
Experience with agentic AI platforms, AI-driven engagement tools, or integrating AI technology into patient care workflows.
Experience using EHR platforms (athenaOne), intake/RPM tools, omnichannel communications, and core medical billing/CPT coding workflows.
Familiarity with value-based care models, CMS Innovation Center programs, or chronic care management workflows.
Experience supervising hybrid teams combining operational & clinical employees.
Physical Requirements:
Prolonged periods of sitting at a desk and working on a computer.
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Who We Are:
Aledade PBC, 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 PBC, 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
Stock options
And much more!
At Aledade PBC, 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.