Sr Project Manager, Patient & Practice Solutions

Aledade • New Brunswick, NJ

119d

About The Position

The Sr Project Manager, Patient & Practice Solutions supports the end-to-end implementation, enhancement, and optimization of CCaaS (Contact Center as a Service) platforms and AI-driven solutions within the call center and operational support environments. This role partners closely with business stakeholders, Product and IT teams, and multiple technology vendors to deliver innovative projects that improve agent productivity, streamline operations, and elevate the Patient experience in efficient and scalable ways.

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, such as chatbots, sentiment analysis, or 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 (i.e. IT, Product, operations, etc.) and vendor partners
• Strong analytical and problem-solving skills; critical thinking skills; Relentless focus on data, using numbers to guide strategic decisions.
• Experience with service operations, ideally in a call center where metrics, technology, and operational rigor were used to drive patient engagement.
• Strong leadership, communication, and interpersonal skills — both managing up and down.
• 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.

Nice To Haves

• Agile, Six Sigma, ITIL
• Background in troubleshooting and resolving tech issues impacting call center operations
• Understanding of data privacy, compliance standards, and security best practices relating to customer contact data.

Responsibilities

• Lead end-to-end project management for CCaaS (Contact Center as a Service) and related technology while supporting AI-driven initiatives related to healthcare patient engagement and operations.
• Facilitate project planning sessions to define project scope, objectives, deliverables, and success criteria aligned with organizational goals and healthcare compliance (such as HIPAA).
• Coordinate the integration and optimization of AI capabilities, including virtual agents, chatbots, and natural language processing for patient support, triage, and appointment scheduling.
• Oversee the 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, ensuring 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.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree