Job description
The Manager, Outreach Success plays a critical role in enhancing the effectiveness of our patient engagement strategies, with a particular focus on outbound communication and analysis. This role is responsible for optimizing contact success by regularly testing and refining Caller ID functionality, developing and updating call scripts based on call reviews and performance data, and overseeing contact dispositions to ensure accurate tracking and uncover improvement opportunities. The Manager also monitors performance trends, identifies inconsistencies in outreach results, and delivers clear, actionable insights to leadership to drive continuous improvement. Long term this role will also oversee a team of ~20 call center agents placing outbound scheduling calls (healthcare experience preferred).
Primary Duties:
- Manage an inbound and outbound omni-channel patient engagement and operational support team focused on improving health outcomes and Aledade performance metrics.
- Develop and maintain a comprehensive library of call, text, and email scripts tailored to various customer scenarios, with a focus on improving conversion rates, ensuring message clarity, and delivering a consistent, positive patient experience.
- Oversee the creation and weekly analysis of call dispositions to ensure accurate tracking of outcomes and identify trends or opportunities for improvement.
- Continuously test and optimize Caller ID display settings to improve contact rates, aligning changes with established outreach cadences.
- Provide actionable feedback, training materials, and coaching support to both leadership and front-line agents to enhance performance and consistency.
- Consolidate key insights from script testing, disposition analysis, and call audits into clear, data-driven takeaways and communicate them to relevant stakeholders.
- Collaborate cross-functionally to align outreach efforts with broader organizational objectives, using performance metrics and testing results to inform strategy adjustments.
Minimum Qualifications:
- 5+ years experience leading high volume outbound engagement teams (+25 FTE) across multiple channels (phone, email, SMS), with strong emphasis on contact and conversion rates.
- 1+ years experience developing and optimizing call scripts to ensure clear, engaging, and effective communication that drives conversion performance and enhances patient experience.
- 2+ years of expertise in advanced Caller ID technologies, including Direct Inward Dialing (DID), Reputation Scoring, Branded Caller ID, SPAM mitigation, and STIR/SHAKEN protocols.
- 2+ years experience with Five9 or other CCaaS systems, including campaign performance analysis, call disposition tracking, and call path optimization.
- 2+ years experience running automated dialers (Preview, Power, Progressive) including experience with VM detection, self-service IVRs/AI, CRM integration, and TCPA requirements.
- 2+ years of experience in performance management, including setting goals, coaching teams, and tracking key performance indicators (KPIs) with heavy focus on disposition analysis.
- In-depth experience with list management for outbound cadences (bi-directional CRM and dialer integrations via both manual uploads and API configurations).
- Hands-on experience in Quality Assurance and call auditing, using insights to identify areas for training and process improvement.
- Skilled in creating and analyzing performance and operational reports to support strategic decision-making and increase transparency.
- Strong adaptability, with the ability to quickly adjust to changing business needs and implement solutions efficiently.
Preferred Qualifications:
- Experience managing or supporting teams focused on healthcare outreach, patient engagement, or value-based care initiatives.
- Demonstrated success using A/B testing to improve contact and conversion rates through script and outreach strategy refinements.
- Advanced knowledge of spam mitigation tools and best practices, ensuring outbound numbers are properly registered and maintain a clean reputation across carriers.
- Strong understanding of key contact center metrics, such as True Contact Rate (TCR), Right Party Contact (RPC), Service Level, and Abandonment Rate.
- Experience collaborating with cross-functional teams, including Workforce Management (WFM) and analytics, to align engagement strategies with customer needs.
- Excellent communication skills, with the ability to clearly present data-driven insights and actionable recommendations to stakeholders.
Physical Requirements:
- Sitting for prolonged periods of time.
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
Stock options
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.
Privacy Policy: By applying for this job, you agree to Aledade’s Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants
