Job Details

Job Summary

The Associate Director of Patient Engagement is responsible for the operational and market-level leadership of assigned Patient Engagement teams and designated markets. This role provides direct oversight of Patient Engagement Representatives while owning performance, workflows, productivity, and Patient Engagement outreach outcomes within their assigned regions.

The Associate Director functions as both a people leader and market owner-ensuring effective staffing, training, performance management, reporting, and continuous improvement across their teams and markets. This role serves as the primary liaison between frontline operations and senior leadership, identifying barriers, driving solutions, and supporting strategic initiatives to enhance member experience and engagement outcomes.

Each Associate Director leads a team of Patient Engagement Representatives and maintains accountability for specific markets, ensuring consistent execution, compliance, and service excellence.

Essential Job Functions

Operational & Market Leadership
• Provide day-to-day operational oversight of assigned Patient Engagement teams and markets
• Ensure effective assignment of Patient Engagement Representatives across markets and time zones
• Maintain department schedules to ensure appropriate coverage
• Monitor internal software systems and outreach tools utilized by the Patient Engagement team
• Establish and manage workflows and call scripts to support outreach effectiveness
• Oversee transportation requests and manage escalated member issues within assigned markets
• Serve as the primary point of contact for market-level operational insights, barriers, and performance trends

People Leadership & Performance Management
• Responsible for staffing, training, coaching, and performance management of assigned Patient Engagement staff
• Conduct regular check-ins and performance feedback (bi-weekly, monthly, and annual)
• Support team member development and continuous improvement
• Initiate and manage disciplinary actions in accordance with company policy when necessary
• Foster a positive, professional, and collaborative team culture

Quality, Compliance & Documentation Oversight
• Audit documentation, workflows, hospital admissions, and outreach activities to ensure accuracy and compliance
• Ensure adherence to HIPAA, confidentiality, and organizational policies
• Support the Patient's Bill of Rights and Responsibilities
• Protect patient dignity, privacy, and confidentiality at all times

Reporting & Productivity

• Provide daily, weekly, and monthly operational and market performance reports, including:
• ADT hospital feed distribution
• Outreach activity and productivity metrics
• Plan year submission reports
• Track and communicate operational barriers and improvement opportunities

Strategic & Cross-Functional Collaboration
• Partner with internal departments and external stakeholders to enhance member experience and outreach effectiveness
• Support outreach initiatives and market-based partnerships as directed by leadership
• Represent the organization professionally within assigned markets and the community
• Participate in departmental and cross-functional meetings

Administrative Oversight
• Review and approve PTO requests and time sheets for assigned staff
• Monitor shared inboxes and distributed escalations appropriately
• Ensure operational processes are followed consistently across markets

Other duties as requested.

Knowledge, Skills and Competencies

• Strong leadership and people management skills

• Excellent verbal and written communication abilities
• Ability to build positive professional relationships across departments and markets
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Proactive, solution-oriented, and adaptable to changing needs
• Ability to analyze operational data and productivity metrics to drive performance
• Self-motivated with the ability to work independently and lead teams effectively
• Proficient in Microsoft Office applications and web-based systems

Education and Experience
• Bachelor's degree in Healthcare Administration, Business Administration, or related field (or equivalent experience)
• 2-4 years of healthcare operations, patient engagement, call center, or outreach leadership experience preferred
• Prior experience managing teams stronglypreferred
• Bilingual Spanish/English preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

Additional Information

• Must abide by all HIPAA, Confidentiality & Privacy Laws
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

DISCLAIMER:

Job descriptions are not meant to be all-inclusive and/or the job itself is subject to change. Nothing in this job description restricts ilumed's right to assign or reassign duties and responsibilities to this job at any time.

Knowledge, Skills and Competencies

• Strong leadership and people management skills

• Excellent verbal and written communication abilities
• Ability to build positive professional relationships across departments and markets
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Proactive, solution-oriented, and adaptable to changing needs
• Ability to analyze operational data and productivity metrics to drive performance
• Self-motivated with the ability to work independently and lead teams effectively
• Proficient in Microsoft Office applications and web-based systems

Education and Experience
• Bachelor's degree in Healthcare Administration, Business Administration, or related field (or equivalent experience)
• 2-4 years of healthcare operations, patient engagement, call center, or outreach leadership experience preferred
• Prior experience managing teams stronglypreferred
• Bilingual Spanish/English preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

Additional Information

• Must abide by all HIPAA, Confidentiality & Privacy Laws
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

DISCLAIMER:

Job descriptions are not meant to be all-inclusive and/or the job itself is subject to change. Nothing in this job description restricts ilumed's right to assign or reassign duties and responsibilities to this job at any time.