Director of Patient Engagement Operations

We are looking for a Director of Patient Engagement Operations to join our team! As a pivotal part of our central team, you’ll be responsible for designing and building the operational processes that engage patients in our care model and ensuring that those processes are deployed accurately at scale and continue to attract and retain patients in our care programs. You will work across a diverse set of stakeholders both centrally and across each market. You will also work closely with our Population Health, Operations, and Clinical teams, as well as our Market Presidents and local front line care teams. This role is the primary owner of both strategy and execution related to engagement with our patients.

What you'll do

As a Director of Patient Engagement Operations, you will be responsible for establishing and executing Diverge Health’s centralized patient enrollment and engagement operations across multiple channels including phone, text, email, and print, and for developing and deploying workflows that connect patients to the clinical programs executed in our markets. You will work closely with market leadership and Care Teams to ensure that the infrastructure and operational processes to enable the Diverge Model of Care are being implemented appropriately across markets, while simultaneously being responsive to market feedback and working around market specific nuances.  

Key areas you’ll add value:

Design and deploy scalable operational processes that enable patient enrollment in Diverge Health’s care programs as well as ongoing engagement and progression within those programs including, but not limited to, processes to:  

• Develop and deploy strategies to engage new and existing patients through multiple channels including phone, text, email, and print

• Develop and deploy strategies to activate physician referrals from out provider network into our outreach function

• Oversee the centralized patient outreach function to ensure it generates a robust volume of interested patients for engagement by Diverge Health Care Teams

• Ensure that data on eligible patients from new and existing sources are being activated in timely and streamlined ways such as:  

Collaborate with the Payer Account Management function to intake claims and other payer data 

Collaborate with the Practice Liaison function to intake electronic medical record (EMR) extracts, and direct patient referrals from network practices

Coordinate with state specific HIEs, national data providers, and the Diverge Health technology function, to obtain lab values, admit, discharge & transfer (ADT) alerts, and other clinical data 

• Route patients identified through various data sources, and direct primary care physician (PCP) referrals, into patient outreach workflows such as: 

Close the loop between receipt of payor data, the performance of risk stratification, the initiation of patient outreach by one of our Patient Enrollment Specialists

Integrate direct patient referrals from PCPs into patient outreach workflows

Ensuring smooth handoffs from the enrollment team to appropriate Care Team members in each market

Integrating ADT alerts, lab values, quality data and other critical data into patient outreach, Care Team notification, and practice notification workflows

•  Generate reporting on both process and outcome metrics for internal stakeholders, as well as payer clients and network practices 

•  Receive and process market feedback, understand when an overarching operational gap exists vs a market specific challenge 

• Oversee the implementation and utilization of clinical information systems and technology to support patient enrollment and ongoing engagement  

What you’ll bring: 

• 5-7 years of experience in managing operations related to patient recruitment, enrollment and retention within a provider or health plan setting

• Expertise in consumer (patient and practice) engagement strategies

• Ability to distill abstract concepts into concrete processes and steps 

• Experience working with or within a patient contact center

• Ability to operate in an ever-changing environment

• Experience with process design and change management

• Understanding of population health management from the provider or payor vantage point

• Familiarity with case management and population health best practices

• Familiarity with common EMRs such as Athena, Practice Fusion, Epic and eClinicalWorks

• Familiarity with Health Information Exchanges (HIEs)

• Ability to receive and implement constructive feedback

Preferred experience:

• Experience partnering with primary care physicians or working within a physician group to coordinate referrals across multiple care settings

• Understanding of population health management from the provider and payor vantage point 

Personal Characteristics:

• An empathetic, humble, and highly conscientious teammate who inspires and motivates others

• Strong ability to connect with people from all walks of life

• Curious and committed to continuous learning and growth

• Excellent communication skills, with strong follow-through and attention to detail

• A thoughtful problem solver who brings clarity and structure to complex situations

• A strong representative of Diverge Health's mission, vision, and values

 This is a full-time, exempt, salaried position. Commensurate on candidate experience, the expected base salary range for this role is $155,000-$175,000.

At this time, we are unable to support hiring in Alaska and Hawaii due to our primary operations being based in the Eastern and Central time zones.