At Diverge Health we are passionate about improving health access and outcomes for those most in need. We partner with primary care providers to improve the engagement and management of their Medicaid patients, offering independent practices with specialized resources and clinical programs to close gaps in care. Our teams work to address medical, social and behavioral patient needs, lowering healthcare costs and improving patient lives. Guided by our core values of humility, continuous learning and feeling the weight, our team is on a mission to strengthen communities from within, unlocking people's ability to live their healthiest lives.
**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.**
Our Investors
Diverge Health is funded by GV and incubated by Triple Aim Partners, which since 2019 has partnered with entrepreneurs to co-found and launch eight companies focused on improving the quality, experience and total cost of healthcare. At Diverge Health we believe that a diverse set of backgrounds and experiences enrich our teams and enable us to realize our mission. If you do not have experience in all areas detailed above, we encourage you to share your unique background with us and how it might be additive to our team. Special Considerations
Diverge Health is dedicated to the principles of Diversity, Equity and Inclusion and Equal Employment Opportunities for all employees and applicants for employment. Our decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance and business needs.
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.
Candidates must be authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
