Lead - Patient Engagement

About the Role
We are currently seeking a highly motivated Lead, Patient Engagement to support our Clinical Operations team at Astrana Health. This role is responsible for supporting clinic-first, community-based patient engagement initiatives that drive new patient acquisition, strengthen retention, and enhance the overall patient experience.
In addition to direct patient engagement responsibilities, this position provides day-to-day leadership, training, coaching, workflow oversight, and performance accountability for Patient Engagement Representatives. The Lead will ensure consistent execution of patient engagement workflows, support lead conversion efforts, monitor team performance, and serve as a key operational resource for patient engagement activities across clinics and communities.

This is a hands-on leadership role that combines direct patient interaction with team coordination and accountability. The ideal candidate is patient-focused, highly organized, passionate about service excellence, and committed to developing team members while improving patient access and engagement.
Our Values
- Put Patients First
- Empower Entrepreneurial Provider and Care Teams
- Operate with Integrity & Excellence
- Be Innovative
- Work As One Team

What You'll Do

- Provide day-to-day leadership and accountability for Patient Engagement Representatives, including monitoring productivity, outreach activity, documentation quality, response times, and workflow adherence
- Identify performance gaps, provide coaching and retraining, and escalate recurring concerns to operational leadership
- Train and onboard new Patient Engagement Representatives on engagement workflows, communication standards, scheduling processes, documentation requirements, and systems
- Monitor worklists, lead follow-up activities, outreach efforts, and assigned tasks to ensure timely completion and appropriate follow-through
- Review team performance against productivity, quality, conversion, and patient experience goals
- Execute and support timely follow-up on patient-generated and outreach-generated leads
- Educate prospective patients on clinic services, providers, enrollment processes, and available resources
- Support conversion of leads into scheduled appointments, clinic tours, completed first visits, and ongoing patient engagement
- Maintain accurate documentation of patient interactions, outreach activities, and engagement outcomes
- Coordinate patient-facing communications related to provider changes, clinic updates, service offerings, and outreach initiatives
- Support outbound communication campaigns through calls, text messages, and email to achieve patient outreach, retention, engagement, and conversion goals
- Assist with the development and distribution of patient-facing materials, including brochures, flyers, welcome packets, and educational resources
- Participate in and support community outreach events, health fairs, broker events, clinic activations, and patient engagement activities
- Ensure leads generated through events are accurately documented and transitioned into established follow-up workflows
- Conduct quality reviews of lead documentation, worklists, and patient engagement activities to maintain data integrity and workflow compliance
- Monitor lead progression, conversion activity, follow-up timeliness, and team workload to identify barriers and improvement opportunities
- Provide leadership with updates on team performance, conversion trends, training needs, and operational challenges
- Collaborate with Community Engagement Specialists, Broker Engagement Specialists, clinic teams, and operational partners to coordinate patient engagement efforts
- Support the development and improvement of workflows, job aids, scripts, training materials, and standard operating procedures
- Coordinate and support health plan initiatives, including Chronic Condition Verification (CCV) forms and related documentation requirements
- Track assigned health plan work through completion and escalate barriers or delays as necessary

Qualifications

- High school diploma or equivalent required
- Associate's or Bachelor's degree in Healthcare Administration, Business, Public Health, Health Sciences, or a related field preferred
- Minimum of 3 years of experience in patient engagement, customer service, healthcare coordination, call center operations, or a related healthcare environment
- Prior lead, training, or supervisory experience preferred
- Demonstrated ability to train, coach, and hold team members accountable to established workflows and performance expectations
- Experience monitoring productivity, quality, worklists, and operational performance metrics
- Strong interpersonal, communication, and relationship-building skills with a patient-centered approach
- Strong leadership and organizational skills with the ability to manage multiple priorities and deadlines
- Proficiency with Microsoft Office Suite and experience navigating EHR, CRM, scheduling, or lead management platforms
- Strong attention to detail and ability to maintain accurate documentation and tracking
- Ability to analyze operational data, identify trends, and recommend process improvements
- Ability to work independently while collaborating effectively with cross-functional teams
- Commitment to patient experience, continuous improvement, accountability, and teamwork
Preferred Qualifications
- Associate's or Bachelor's degree in Healthcare Administration, Business, Public Health, Health Sciences, or a related field
- Experience with CRM systems, scheduling platforms, EHR systems, or lead management tools
- Experience supporting patient acquisition, retention, or healthcare outreach initiatives
- Experience developing workflows, training materials, or operational processes

Environmental Job Requirements and Working Conditions

- This position is based in Las Vegas, Nevada and supports Astrana Care of Nevada operations
- Work may be performed in an office, clinic, or other approved work location based on business needs
- Frequent use of a computer, telephone, and standard office equipment
- Local travel may be required between clinic locations, community events, and training activities
- Ability to work in a fast-paced environment while managing multiple priorities and deadlines