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Diverge Health · 1 month ago

Director of Patient Engagement Operations

United States

Full-time

Remote

Lead/Staff, Director/Executive

$155K/yr - $175K/yr

5+ years exp

Diverge Health is dedicated to improving health access and outcomes for those in need, partnering with primary care providers to enhance patient engagement and management. The Director of Patient Engagement Operations will ensure the operational processes for patient engagement are effectively deployed and will collaborate with various stakeholders to implement the Diverge Model of Care across markets.

Health CareMedicalPrimary and Urgent CareWellness

Responsibilities

Establish and execute Diverge Health’s centralized patient enrollment and engagement operations

Develop and deploy workflows that connect patients to the clinical programs executed in our markets

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

Ensure that data on eligible patients from new and existing sources are being activated in timely and streamlined ways

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

Deploy the centralized patient outreach function to generate a robust volume of interested patients for engagement by Diverge Health Care Teams

Route patients identified through various data sources, and direct primary care physician (PCP) referrals, into patient outreach workflows

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, and other critical data into patient outreach, Care Team notification, and practice notification workflows

Integrating quality data into patient outreach and care management workflows in support of the enterprise quality strategy

Directly manage the Patient Enrollment Specialist and Health Engagement Specialist teams, providing day-to-day support, coaching, and oversight

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

Disseminate standard operating procedures (SOPs) related to patient outreach, ADT alerts, and proactive KPI monitoring to market leadership and staff

Facilitating bi-directional communication between Diverge Health’s Health Engagement Specialists and Care Teams, and network practices (both practice administrators and PCPs) for care coordination as well as more urgent patient issue escalations

Qualification

Patient enrollment operationsProcess designPopulation health managementHealth Information Exchanges (HIEs)EMRsCare management operationsChange managementPatient engagementCommunication skillsProblem solving

Required

5-7 years of experience in managing operations related to care management, care coordination, or patient recruitment, enrollment and retention within a provider or health plan setting

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 consumer (patient and practice) engagement

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