Aledade, Inc.

Senior Project Manager, Patient & Practice Solutions

Aledade, Inc.

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Senior

Tech Stack

PMP

About the role

  • Lead end-to-end project management for CCaaS and AI-driven patient engagement initiatives
  • Facilitate project planning sessions to define scope, objectives, deliverables, and success criteria aligned with organizational goals and healthcare compliance (such as HIPAA)
  • Coordinate integration and optimization of AI capabilities (virtual agents, chatbots, NLP) for patient support, triage, and appointment scheduling
  • Oversee deployment and continuous improvement of CCaaS platforms to provide seamless, omnichannel patient experiences
  • Ensure patient privacy, data security, and adherence to regulatory requirements across all call center technology implementations
  • Manage change control processes and ensure smooth transitions and training for end users (call center agents, clinicians, and support staff)
  • Develop and maintain comprehensive project plans, schedules, budgets, and resource allocations for multiple simultaneous projects
  • Partner closely with business stakeholders, Product and IT teams, and multiple technology vendors to deliver projects that improve agent productivity and streamline operations

Requirements

  • Bachelor’s Degree
  • PMP (Project Management Professional)
  • 5 years of progressive experience in Project Management roles; Proven experience managing technology-driven projects in a contact center environment
  • Experience with CCaaS platforms and AI-powered customer engagement technologies (e.g., chatbots, sentiment analysis, predictive analytics)
  • Adept at documenting project requirements, creating project plans, and communicating progress to stakeholders at all levels
  • Experience with change management, user training, and adoption strategies for new technologies and processes
  • Exceptional collaboration skills; Proven track record working with cross-functional teams (IT, Product, operations) and vendor partners
  • Strong analytical, critical thinking, and problem-solving skills; data-driven decision making
  • Experience with service operations, ideally in a call center using metrics and operational rigor to drive patient engagement
  • Strong leadership, communication, and interpersonal skills
  • Knowledge of healthcare compliance and privacy regulations as well as wage and hour laws related to non-exempt employees
  • Commitment to patient-centered care and improving the patient experience
  • Preferred: Agile, Six Sigma, ITIL
  • Preferred: Background in troubleshooting and resolving tech issues impacting call center operations
  • Preferred: Understanding of data privacy, compliance standards, and security best practices relating to customer contact data