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.

We are seeking a Health Engagement Specialist to join our team! In this role, you will be responsible for outreaching to patients in need of important preventive care services, including those who may be overutilizing the emergency room or those transitioning from hospitals to home or other care settings. You will play a critical role in assisting such patients in getting connected to the care they need. This is an opportunity to work in a startup fast-paced environment. Successful candidates are sociable, empathetic, and passionate about making a difference in patients’ lives through proactive healthcare solutions.

What you’ll do

As the Health Engagement Specialist, you will play a key role in connecting patients with the care they need. You will need to demonstrate strong communication skills, the ability to overcome objections, and an understanding of the healthcare system. Reporting to the Central Director of Care Operations, you will work closely with internal teams to engage patients and support them gaining access to preventive care services.

Key areas you will add value:

• Conduct a high volume of outbound calls to patients, including many who have not previously encountered Diverge Health.
• Field inbound calls from patients responding to outreach from either Diverge Health or referrals from their primary care provider, or from primary care providers attempting to coordinate patient services with Diverge Health.
• Identify and support patients who are overutilizing the emergency room by guiding them toward more appropriate care options.
• Reach out to patients undergoing care transitions (e.g., from hospital to home following a hospital discharge) to ensure they have follow-up care in place, educate patients about the importance of preventive care and the need for regular visits with their provider.
• Assist patients in scheduling appointments, navigating care options, and resolving barriers to access.
• Build trust with patients and tailor conversations to meet their individual needs.
• Maintain accurate and organized records of patient interactions using CRM systems (e.g., Salesforce).

• Meet or exceed daily outreach and engagement performance metrics.

What you’ll bring

• 1-2 years of experience in patient engagement, outreach, or customer service in a healthcare setting
• Strong communication and interpersonal skills with the ability to build trust quickly

• A high level of empathy and compassion for patients from diverse backgrounds

• Comfort working in a fast-paced, evolving environment with shifting priorities

• Problem-solving mindset and ability to think critically when navigating patient barriers to care

• Familiarity with care coordination, preventive services, and transitions of care (preferred)Familiarity with CRM systems (e.g. Salesforce) and call management tools, including basic administration of these tools.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.

Qualities for Success at Diverge Health:

• Empathetic and objective, humble yet highly conscientious.
• Comfortable navigating uncertainty and thriving in a dynamic, evolving environment.
• A proactive problem solver with strong critical thinking and execution skills.
• A team player who inspires and motivates others with a commitment to Diverge Health’s mission and values.
• Skilled at connecting authentically with people from all walks of life. 

This is a full-time, non-exempt position with an hourly rate of $27–$29.

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 seeking a Patient Enrollment Specialist to join our team! In this role, you’ll be responsible for engaging patients referred by primary care providers or health plans to educate them on Diverge Health’s programs and enroll them in care management services. This is an opportunity for someone who is sociable, empathetic, and passionate about making a difference in patients’ lives through proactive healthcare solutions.

What you’ll do

As the Patient Enrollment Specialist, you will play a key role in connecting patients with resources to manage chronic health conditions such as diabetes, hypertension, COPD, CHF, asthma, and mild to moderate depression & anxiety.  You’ll need to demonstrate strong communication skills, the ability to overcome objections, and an understanding of the healthcare system. Reporting to the Director of Central Care Operations, you will work closely with Health Coaches and internal teams to ensure patients are successfully onboarded into Diverge Health’s programs.

Key areas you’ll add value:

• Conduct a high volume of outbound calls to patients referred by primary care providers or health plans.
• Educate patients about the benefits of participating in Diverge Health’s care management programs.
• Address patient concerns and overcome objections to program participation.
• Build trust with patients and tailor conversations to meet their individual needs.
• Schedule follow-up appointments and coordinate patient onboarding with Health Coaches and internal teams.
• Ensure a seamless transition for patients entering Diverge Health’s programs.
• Maintain accurate and organized records of patient interactions using CRM systems (e.g., Salesforce).
• Track outreach metrics and contribute to team performance goals.

What you’ll bring

• 1-2 years of experience doing a high volume of cold outreach via phone calls (healthcare experience preferred)
• Exceptional communication and interpersonal skills with a high level of empathy.
• Familiarity with CRM systems (e.g. Salesforce) and call management tools, including basic administration of these tools.
• General knowledge of healthcare system functions (e.g., payers, Medicaid vs. Medicare, FFS).
• Experience in chronic disease management or health care best practices for common chronic illnesses (e.g. asthma) is a plus.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.

Personal Characteristics:

• Empathetic and objective, humble yet highly conscientious.
• Comfortable navigating uncertainty and thriving in a dynamic, evolving environment.
• A proactive problem solver with strong critical thinking and execution skills.
• A team player who inspires and motivates others with a commitment to Diverge Health’s mission and values.
• Skilled at connecting authentically with people from all walks of life. 

This is a full-time, non-exempt, hourly range position of $24-$26 per hour with commission. 

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. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, reproductive health decisions, family responsibilities or any other characteristic protected by the federal, state or local laws. Our decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance and business needs.