Patient Experience Analyst

We are looking for a Patient Experience Analyst – Patient Enrollment & Health Engagement to join our team! This role supports the quality and integrity of patient outreach efforts by ensuring our Patient Enrollment Specialists (PES) and Health Engagement Specialists (HES) deliver accurate, empathetic, and compliant interactions that advance health outcomes for our members.

What You’ll Do

As the Patient Experience Analyst, you will play a key role in strengthening patient experience and operational excellence across our call center programs. You’ll review patient calls and documentation, assess adherence to protocols, and provide clear, actionable feedback to enhance team performance and compliance.

Key areas you’ll add value:

• Monitor PES and HES calls to evaluate professionalism, empathy, compliance, and effectiveness.
• Audit documentation and EMR entries for accuracy, completeness, and adherence to standards.
• Identify trends, recurring issues, and compliance risks through regular call and case reviews.
• Provide structured, constructive feedback that supports staff development and quality improvement.
• Partner with leaders in Central Care Operations and Population Health to align on coaching priorities.
• Maintain QA scorecards and reports to track performance and highlight improvement opportunities.
• Recommend updates to scripts, workflows, and documentation standards to improve quality outcomes.
• Support the early design and continuous refinement of Diverge’s QA program for PES and HES functions.

What You Bring

• 2+ years in a call center QA, healthcare outreach, or clinical documentation auditing role.
• Working knowledge of healthcare communication, patient engagement, and compliance standards (HIPAA, CMS, etc.).
• Strong attention to detail and analytical skills for identifying patterns and root causes.
• Excellent verbal and written communication, with the ability to deliver objective, supportive feedback.
• Experience with EMR systems, call monitoring tools, or patient engagement platforms.
• Preferred: Background in healthcare, population health, or patient engagement; familiarity with HEDIS, CMS Star Ratings, or preventive care programs.
• Bonus: Process improvement or QA certifications (e.g., Six Sigma, Lean).

Personal Characteristics

• A humble, thoughtful teammate who balances empathy with objectivity.
• Comfortable working in a fast-evolving environment where processes are being built and refined.
• Organized and adaptable, able to manage multiple priorities with focus and care.
• Energized by collaboration and open communication.
• Curious, flexible, and eager to learn within a mission-driven, growth-oriented team.
• 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 $65,000-$75,000.