Manager, Patient Outreach and Engagement
Source API remote eligibility restrictions: United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in healthcare operations, healthcare marketing, or patient engagement
- Required Skills
- Project ManagementGoogle Workspace
Requirements
- Bachelors Degree in programs that focus on healthcare administration, human services, public health, community health, or business are preferred
- 5+ years of experience in healthcare operations, healthcare marketing, or patient engagement
- Experience with value based programs and/or D2C healthcare products is a plus
- Experience in leading projects, managing programs, and supervising staff
- Proficiency in Google Suite, electronic medical records (EMR), and CRM software
- Ability to tailor communication strategies to align with patient health literacy, cultural values, and behavioral cues to foster a collaborative provider-patient partnership
Responsibilities
- Develop and manage multi-channel outreach campaigns including scripting, SMS templates, and printed materials tailored to different patient segments, risk tiers, and care milestones
- Create personalized education materials and automated communication strategies to increase patient activation, health literacy, and preventive care engagement
- Lead patient journey mapping initiatives that use engagement and recovery data to refine communication touchpoints and improve patient-reported satisfaction scores
- Optimize first-call resolution models to reduce unnecessary handoffs and simplify patient access to care
- Address and resolve patient complaints and concerns in a timely, professional manner
- Support hiring, training, and management of a team of patient outreach coordinators, setting clear performance expectations and providing ongoing coaching
- Conduct regular call audits and quality reviews to ensure consistency, empathy, and effectiveness in patient communications
- Train and mentor staff on patient interaction protocols, cultural competency, and best practices
- Work with product and clinical leadership to generate and continuously improve patient outreach workflows, ensuring platform capabilities and care protocols are reflected in every patient touchpoint
- Monitor and report on key engagement and operational metrics including contact rates, conversion to care, no-show rates, patient satisfaction scores, and clinical or operational process measures
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