Senior Vice President, Customer Success, Remote

The SVP, Customer Success will lead the customer-focused arm of Aledade’s Performance team, ensuring a delightful experience for all independent primary care practices that Aledade partners with while driving effectiveness in our performance and efficiency in our delivery. Aledade currently serves 1,800 practices across 46 states, caring for over 2.1 million patients. The SVP will utilize a franchise mindset to quickly bring national scale to our products and services, while ensuring a successful experience for our partner practices. A metrics-driven and outcome oriented leader, the SVP will employ a rigorous and curious approach that is grounded in service to our ultimate customer (the practices) and the team that serves them (the Field).

With this deep focus on customer service, the SVP will be responsible for two functions:

Bringing consistency and scale to our treasured service delivery arm: the Field team.

Ensuring a delightful end-to-end experience for our practices.

The topline goals for the role include:

Drive more effectiveness in ACO performance through automation and technology services.

Drive more efficiency in how Aledade delivers practice transformation and VBC support services while improving customer delight.

Reduce Field Team toil.

This leader will partner closely with the teams leading Aledade’s VBC strategy (Savings Initiatives, Risk, Quality, and Health Plan Performance) and execution (Field teams) to ensure Aledade continues to achieve nation-leading outcomes. In addition, the SVP will be an integral part of Aledade’s senior leadership team, tasked with informing the company’s overall strategic direction.

Primary Duties:

Drive efficacy and effectiveness in performance to our treasured service delivery arm: the Field team

• Reduce field team toil by developing and rolling out work tools for practice transformation coaching.
• Standardize the model of how we execute VBC strategy (i.e. Core 4)
• Develop tailored coaching and training of our Field team and practices on this execution model.
  
  

Ensuring a Delightful End-to-end Experience For Our Practices.

• Synthesize and derive key insights from customer insight data (NPS, CSAT, XDR research, and direct practice and field team conversations)
• Serve as the voice of the customer (practice) in executive forums and strategic conversations, providing key input and direction to our program and service model development
• Partner with leaders across Product, Performance, Growth, Policy, A+, and others to improve customer experience, based on feedback and learnings
  
  

Minimum Qualifications:

• Bachelor’s Degree with 10+ years experience in healthcare
• 8+ years management/leadership.
• Ideal candidates will have a combination of senior-level experience and expertise in health care strategy, business development, management consulting, health care finance, and operations.
  
  

Preferred Qualifications:

• Master’s degree or other advanced degree(s) in business, health administration and/or public policy, or other relevant fields.
• 5+ years of experience in population health management.
• Experience leading a network of locations, owned or otherwise.
• Demonstrated ability to develop and lead high performing and collaborative teams.
• Strong foundation in value-based care principles and proven leadership in the healthcare industry.
• Demonstrated leadership ability to think strategically and implement tactically to consistently deliver results; well-developed skills in diplomacy and collaboration.
• Deep empathy for independent primary care practices and passion for their long term success in value based care.
• Ability to synthesize data from multiple sources to inform action plans and strategy.
• Track record of success in achieving scalable outcomes via national franchise models, with a focus on use of technological tools to scale.
• Strong vision and belief in tech-enablement of the company’s products to enable consistent results at scale and reduced operating costs.
  
  

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 payers, 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 2 Paid Volunteer Days & 11 paid holidays

12 weeks paid Parental Leave for all new parents

6 weeks paid sabbatical after 6 years of service

Educational Assistant Program & Clinical Employee Reimbursement Program

401(K) with up to 4% match

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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.

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