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 ensuring that the operational processes that engage patients in our care model 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 a crucial enabler of operational excellence in our engagement with our patients and our network of primary care practices. 

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 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:  

• 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 

• Deploy the centralized patient outreach function to generate a robust volume of interested patients for engagement by Diverge Health Care Teams 
• 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, and other critical data into patient outreach, Care Team notification, and practice notification workflows
  • Integrating quality data into patient outreach and care management workflows in support of the enterprise quality strategy

•  Directly manage the Patient Enrollment Specialist and Health Engagement Specialist teams, providing day-to-day support, coaching, and oversight 
•  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  
• Disseminate standard operating procedures (SOPs) related to patient outreach, ADT alerts, and proactive KPI monitoring to market leadership and staff 
•  Facilitating bi-directional communication between Diverge Health’s Health Engagement Specialists and Care Teams, and network practices (both practice administrators and PCPs) for care coordination as well as more urgent patient issue escalations 

What you’ll bring:  

• 5-7 years of experience in managing operations related to care management, care coordination, or patient recruitment, enrollment and retention within a provider or health plan setting
• 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 consumer (patient and practice) engagement
• 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: 

• Clinical experience (RN, NP, LPN, etc.) or Clinical training (e.g. Nurse Practitioner) 
• Experience partnering with primary care physicians or working within a physician group 
• 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.