Manager, Patient Outreach and Engagement

Responsibilities:

• Campaign Development & Execution
  • 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

• Patient Experience & Journey Optimization
  • 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

• Team Leadership & Development
  • 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
  • Review quality management frameworks to drive standardized performance and deliver data-driven coaching for individual contributors
  • Train and mentor staff on patient interaction protocols, cultural competency, and best practices

• Product & Clinical Collaboration
  • 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
  • Provide frontline feedback to product leadership on feature gaps, usability issues, and prioritization needs based on day-to-day outreach operations
  • Work with market operations leadership to problem-solve specific patient issues, remove operational friction, and ensure outreach activity supports broader market performance goals

• Performance Monitoring & Reporting
  • 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
  • Ensure outreach activities align with quality improvement goals
  • Use data insights to continuously test, iterate, and optimize messaging, timing, and channel mix

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.

• Fully Remote Opportunity. Some Travel May be Required.

Icon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We are not sponsoring candidates for work authorization at this time.  You must be authorized to work in the US for any employer.

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To ensure you are communicating with a legitimate Icon Health representative, please not

• Verified Communication: All official emails from our team will only come from an @iconhealthco.com email address.
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