Manager of Patient Engagement Operations

We are looking for a Manager of Patient Engagement Operations to join our team! Reporting to the Director of Patient Engagement Operations, in this role, you will help ensure the patients and practices we serve have a consistent, high-quality experience across enrollment, engagement, and satisfaction touchpoints. Your leadership will support smooth workflows, accountable performance, and operational excellence across markets. 

What You’ll Do 

As the Manager of Patient Engagement Operations, you will guide the teams responsible for bringing new patients into Diverge, closing care gaps, and understanding patient experience. You will support team members through coaching, performance conversations, workflow oversight, and clear communication. You will also serve as a key link between frontline operations and the Director of Patient Engagement Operations, helping surface insights, strengthen processes, and promote a culture of continuous improvement. 

 
Key areas you’ll add value: 

• Manage and support Enrollment Specialists, Engagement Specialists, and Experience Analysts by assigning work, monitoring progress, and ensuring timely completion of tasks. 

• Track productivity and performance metrics, summarizing insights for senior leaders. 

• Maintain balanced and full work queues across the team. 

• Evaluate workflow and script effectiveness, offering thoughtful recommendations for improvement. 

• Analyze performance data to identify trends and propose operational enhancements. 

• Elevate feedback from frontline teams to inform long-term enablement and process evolution. 

What You Bring 

• 2–3 years of experience managing operations in care management, care coordination, or patient enrollment/retention. 

• 5+ total years of relevant healthcare experience. 

• Experience with process design, workflow optimization, and change management. 

• Background working in or with a patient contact center. 

• Understanding of population health from a provider or payor perspective. 

• Familiarity with patient and practice engagement principles. 

• Comfort reviewing data, receiving feedback, and implementing improvements. 

• Experience with outreach, call center, or CRM tools. 

• Experience facilitating team meetings or trainings. 

Preferred 

• Experience partnering with primary care providers or physician groups. 

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

• Proficiency with tools such as Excel, PowerPoint, and Salesforce. 

Personal Characteristics 

• A motivating, humble leader who coaches effectively and builds trust. 

• Skilled at connecting operational details to meaningful patient and provider outcomes. 

• Comfortable working with raw data, recognizing patterns, and translating insights into action. 

• Organized, adaptable, and able to maintain clarity across multiple workflows and markets. 

• Strong communicator who can deliver feedback, facilitate learning, and summarize complex information with ease. 

• A dedicated ambassador of Diverge’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 $105,000-$120,000.

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.