Supervisor, Documentation (Onsite in Austin, TX)
Aledade
People & HR, Operations
Austin, TX, USA
Posted on Dec 20, 2025
The Supervisor, Documentation will oversee the daily operations of 8-12 non-exempt virtual and in-office Documentation Specialists, Sr. Documentation Specialists, and Documentation Processing Specialists ensuring optimal performance.
The position is 100% onsite at our office in Austin, Texas with eight hour shifts, M-F.
Primary Duties:
Supervisory Responsibilities
- Supervise the Team’s daily activities to ensure they understand and follow company policies and procedures, as well as comply with HIPAA and department procedures for call handling and documentation.
- Recruit and onboard new employees including, but not limited to, collaboration with People Team, L&D, and cross-department leaders.
- Review and approve time records in the company timekeeping system; ensure employees adhere to their schedules and attendance requirements.
- Handle employee discipline and termination processes according to company policy.
- Monitor and evaluate employee and team performance, providing continuous feedback, coaching, and development; Conduct performance reviews in alignment with company policy.
- Facilitate team huddles, Team meetings, and one-on-one discussions.
- Participate and contribute to ongoing process improvement initiatives to include, but not limited to, workflow modifications, and job aid and SOP development.
Quality, Data Analysis & Reporting
- Monitor calls and documentation to ensure adherence to performance and compliance standards
- Analyze call data to identify performance gaps and trends; Collaborate with Leadership on areas for improvement and implement solutions
- Generate performance scorecards for weekly, monthly, and quarterly review.
- Partner with department leaders and Workforce Management to forecast volumes and identify scheduling needs to ensure adequate coverage
- Other duties as assigned
Minimum Qualifications:
- High School Diploma
- 3-5 yrs. experience in a call center environment. 1 year of supervisory experience.
- Must be able to work onsite from the Austin, Texas office
- Knowledge of call center metrics and workforce management including supervisory oversight of inbound and outbound call handling processes.
- Ability to motivate a team to meet performance objectives, cultivate a positive culture, lead through change, and lead by example.
- Ability to work in a fast-paced environment and adapt quickly to change and ambiguity.
- Excellent verbal and written communication skills; Ability to set clear expectations, provide coaching/feedback, and resolve issues.
- Ability to interpret data, make informed decisions, identify trends, and recommend areas for improvement.
- Proficiency with Call Center technology and reporting tools.
- Strong organizational skills and attention to detail.
- Excellent problem-solving skills.
Preferred Qualifications:
- Bachelor’s Degree
- Experience in a healthcare call center or patient outreach
Physical Requirements:
- Prolonged periods of sitting at a desk and working on a computer.
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 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, 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, 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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