Director of Patient Engagement Operations

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 c