Director, Patient Engagement & Experience

Life at aptihealth

Backed by $70M in funding from world-class investors including Takeda Digital Ventures, Pivotal Life Sciences and Vista, the aptihealth team is comprised of health care, data science and technology experts passionate about transforming behavioral healthcare. aptihealth is a digital technology platform with an affiliated medical group that makes it easier for people to access speedy high quality mental health care at the right place and right time. The technology and provider group reach people who need care, connect, follow and demonstrate improved outcomes. Everything we do at aptihealth is centered on our mission to revolutionize care and to ensure that the millions of people who need and deserve it have access to it. As a curious and collaborative teammate, someone excited about tackling the hard problems in healthcare and technology, you will play a key role in making that mission a reality. Together, we’ll create and innovate transformative behavioral healthcare – for millions of people.

What We Offer

• The opportunity to make life better for millions of people
• An environment of positive and super smart colleagues
• Turning innovative ideas into real-world results
• Encouraging curiosity and collaboration
• Priding ourselves in being diverse and inclusive
• Fostering a company of trust & accountability
• Competitive pay and benefits
• Investment in our team with continuous learning opportunities
• Balancing extraordinary work with your personal life
• Flexible working hours and lots of freedom in your work habits

Role

As the Director of Patient Engagement & Experience, you will be responsible for developing and executing strategies to drive patient acquisition, engagement, satisfaction, and retention across the patient lifecycle. This role will analyze patient data, define engagement objectives, and implement innovative campaigns and initiatives to improve key metrics. As a champion for the end-to-end patient experience, you will work cross-functionally to optimize touchpoints and deliver a best-in-class patient journey.

Responsibilities

• Develop and implement an overarching patient engagement strategy, and operational plan focused on attracting new patients, improving adherence to treatment plans, and maximizing retention rates
• Analyze patient data, feedback, and trends to identify areas of opportunity and shape engagement tactics
• Lead, coach, and inspire a team of patient engagement and patient experience specialists to achieve top-notch service against defined metrics
• Work cross-functionally with clinical, product, growth, and other teams to enhance the patient experience through feedback, process improvements, and self-service capabilities
• Influence the patient engagement and support technology stack (Talk, CRM tools), including feature enhancements, training, and overall tool optimization
• Track record managing teams and projects in a fast-paced, dynamic environment
• Establish a culture of accountability, continuous improvement, creative problem-solving, and passion for delivering excellent patient care

Requirements

• Bachelor’s degree or equivalent experience required
• 5+ years of experience in a patient/consumer engagement, service center, or related field; healthcare/telehealth experience strongly preferred
• Proven track record of leading and developing high-performing teams while meeting and exceeding service goals and patient conversion rates
• Excellent communication abilities to effectively liaise with cross-functional stakeholders
• Analytically-minded with strong decision-making abilities and problem-solving skills
• Highly organized and tech-savvy with the ability to effectively utilize support technologies and improve processes
• Ability to work in a HIPAA-compliant manner with sensitive and private data
• Ability to thrive in a fast paced, constantly changing environment
• Passion for behavioral health and positively impacting patient lives

About aptihealth

aptihealth, inc. is a behavioral health engagement company that seamlessly integrates physical and behavioral healthcare. Our platform connects medical providers, behavioral health specialists and patients with our proprietary assessment and treatment management protocols to get and keep patients healthier faster. aptihealth’s structured therapy programs are centered on its proprietary 15 Life Domain Clinical Framework© that efficiently provides collaborative care teams with the most thorough understanding of a patient’s behavioral health needs. The aptihealth platform connects patients and their ca