Supervisor, Patient Solutions (ACCESS), Remote

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.

#LI-CT1
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.