Manager, Document Processing

The Manager, Document Processing will lead and develop an onsite team of Document Processing Specialists in the Austin, Texas office. This leader is responsible for managing the activities involved in processing patient documents for the CACP program, in addition to providing operational support functions to enhance patient, practice, and employee satisfaction. A key focus for this role will be to develop employees and optimize operations, while ensuring that employees are equipped to meet performance objectives against organizational objectives.  This leader will also be responsible for building a culture of team engagement, trust, and transparency across the team.  

• Manage the Documentation Processing team of specialists, focused on improving the processing time, and maintaining accuracy of patient documents pertaining to their Advance Care Planning goals. 
• Design and execute clear, measurable documentation completion goals that drive employee performance and program goal success. 
• Define and streamline workflows and success metrics including the development of  reporting and accountability for KPIs and OKRs such as document completion rate, reprocessing rate, patient satisfaction, quality, and service level agreements (SLAs).
• Partner with the Director, Clinical Operations and Assistant Director, Documentation  to regularly review performance reports and dashboards, identifying trends, challenges, and opportunities for improvement.
• Build organizational structure that enables high performance while providing a pathway for performing team members, including mentorship, development, and leadership opportunities.
• Ability to manage on-site operations to include oversight of equipment, establish office safety measures, and employee well-being activities.
• Collaborate with Quality Assurance to optimize reporting, technology, and engagement strategies to maintain an optimal patient and employee experience.
• Prioritize projects and competing needs across a variety of diverse stakeholders including internal customers, Aledade’s primary care practice partners, patients, product, and service delivery teams.
• Participate in key partnerships and strategic planning across senior leadership, keeping all parties informed of current opportunities, best practices, voice of the patient and employee, and financial results.
• Other duties as assigned.

• High school diploma
• Ability to work onsite, Monday through Friday, with some weekends or holidays possible depending on business needs.
• Minimum five years' experience leading a document processing/intake team in a startup and/or high growth organizations with a minimum of ten direct reports.
• Minimum five years' experience leading inbound and outbound contact center teams in startup or high growth organizations in excess of 100+ agents.
• Minimum three years' experience running multi-modal omni-channel campaigns with automation to improve contact and conversion rates (SMS, voice, dialers, email, chat).
• Minimum three years experience running operational support teams (Quality Assurance, Issue Resolution, Dialer Administration, Document Processing, CCaaS Engineering, etc).
• Deep understanding and experience managing key metrics such as contact and conversion rates, occupancy, adherence, AHT/ACW, 1st call resolution, abandonment rates, CSAT, etc.
• Deep understanding and experience managing key metrics such as document completion rate, document processing SLAs, and quality assurance.
• Demonstrated experience building and leading high performing teams and organizational structure that identifies and promotes high performing members using data driven analysis.
• Effective communication and collaboration skills with a drive to build trust and teach others.

• Bachelor’s degree
• Proficiency in Excel, Tableau, and reporting platforms/methodologies.
• Familiarity with process improvement methodologies including process mapping and change management.
• Ability to build trust, encourage communication, and ensure the team is aligned to goals.
• Strong analytical abilities to interpret data, identify patterns and trends, and make data-driven decisions.