Director of Patient Engagement (Remote)

Director, Patient Engagement

If you got into healthcare to make a difference, you're in the right place. We're looking for a values-driven, mission-focused, dynamic Director, Patient Engagement who is passionate about working with seniors (and their families) especially those navigating mental and behavioral health challenges. Someone who is searching for a workplace and culture that is as committed to them as they are their patients. If that's you, read on!

What's Rippl?

At Rippl, we are a passionate, impatient, slightly irreverent, people-obsessed group of optimists & doers, intent on building a movement to bring mental healthcare to our aging population. We believe there is no more noble mission than caring for people at this critical stage of life, and we're ready to take action.

We're reimagining what it feels like to experience mental health care challenges as a senior. By leveraging an obsession with supporting our Care Team, a new care model and disruptive technology, we are pioneering an entirely new way to democratize senior access to high quality, wrap-around mental and behavioral healthcare, both for seniors and their families and caregivers. Helping them stay healthier, at home longer, and out of the Emergency Room.

Our Core Values

At Rippl, we live and breathe a set of shared, core values that help us build the best team, guide how we work together, and best serve our patients, families and caregivers.

If not Us, then Who? Seniors need better mental health care NOW. Our mission is urgent. And, we've got the perfect team to take this on.

Mission is our Middle Name There is no more noble mission than caring for seniors with mental health challenges. We've set out to make a giant, lasting, transformational impact.

Care Team Obsession Our team members are our focus, our obsession. We listen and learn from, and with, our front-line team to find the right answers. When we care obsessively for our team, our patients and families will get the care they deserve.

Moving Mountains We see what we're doing as a movement–a movement focused on solving one of the most important, most urgent challenges in healthcare for a really special group of people.

Raising the bar, for everyone We are leveraging world class expertise to define a new standard of care. Partnering with the country's leading academic institutions and geriatric clinicians, we are bringing clinical excellence to our seniors.

Join the movement

We're looking to find other changemakers who are ready to join our movement. Those who believe serving seniors is their calling, their reason for jumping out of bed every day. Our ambition is to create a nirvana workplace for this tribe! And, most importantly, help them make a giant difference in the lives of their patients. Because, "if not us, then who?"

The Role:

We are seeking a dynamic and compassionate Director, Patient Engagement to lead and scale our Patient Engagement team in providing exceptional service and guidance to patients and their caregivers. As a key leader within our organization, the successful candidate will lead and inspire the patient engagement team, develop and execute patient engagement strategies across operations and technology, and measure the impact of patient engagement programs. This role is responsible for all aspects of our Patient Engagement Center, ensuring that every interaction reflects our commitment to personalized care, excellence and empathy.

This role will focus on ensuring operational excellence as we rapidly scale the function. The Patient Engagement team serves as the primary point of contact for patients, caregivers, and community partners throughout their comprehensive onboarding experience with Rippl, proactively outreaching and fielding real-time calls in a virtual environment. This team is the front line voice of Rippl and is accountable for driving engagement, outreach and acceptance rates with patients and caregivers. The Director, Patient Engagement will be responsible for leading the team and ensuring the efficient and effective delivery of customer service to patients, caregivers, and other stakeholders. This role requires strong leadership skills, excellent communication abilities, and a commitment to delivering high-quality care and support to our patients and their caregivers.

Responsibilities:

• Leadership and team management:
• Lead and inspire a world-class team of Patient Engagement Specialists, fostering a culture of collaboration, empathy, professionalism, and continuous improvement
• Build a patient engagement contact center differentiated from traditional "call center" environments with the goal of building trust and enthusiasm to surpass expectations
• Provide onboarding training, guidance and coaching to team members and team leads, supporting their growth and development
• Establish clear performance expectations and goals, regularly monitoring team performance and providing feedback to drive excellence
• Patient Engagement center infrastructure development:
• Develop and execute patient engagement strategies across operations and technology, and measure the impact of patient engagement programs
• Oversee daily operations, including call volume management, scheduling and staffing to ensure adequate coverage and timely responses
• Define workflows, policies, and approaches, ensuring clear communication and team engagement
• Implement comprehensive outreach and conversion strategies to connect with patients and caregivers
• Monitor and own Patient Engagement center performance metrics, identifying areas for improvement and implementing strategies to enhance performance
• Partnerships & workflow optimization:
• Collaborate with clinical and operations teams to address workflow concerns and coordinate patient onboarding
• Partner with internal stakeholders, such as Clinical Support Specialists and the Care Team to facilitate seamless transitions from outreach to conversion and ensure a positive patient experience throughout the process
• Inform technology strategy to develop an advanced tech stack that drives team efficiency and automate work wherever possible
• Work with external partners and payers to integrate services and develop strategic workflows
• Stay informed about emerging technologies and industry best practices, exploring innovative solutions to enhance the Patient Engagement center's capabilities
• Quality assurance & continuous improvement:
• Evaluate the quality of patient interactions and service delivery, identifying areas for improvement and implementing strategies to enhance performance
• Analyze patient feedback and satisfaction data to identify trends and opportunities for enhancement, incorporating patient input into programmatic improvements
• Ensure compliance with all relevant regulatory requirements, including HIPAA regulations and patient privacy standards
  

Qualifications:

• Bachelor's degree in Healthcare Administration, Business Management, or a related field; Master's degree preferred
• Minimum of 5-7 years of experience in call center management, preferably in a healthcare environment, including experience in patient outreach, conversion and account management
• Experience within a start-up environment and/or managing rapid growth preferred
• Passion for working with older adults, their families and caregivers
• Strong leadership and team management skills, with the ability to motivate and inspire a team to achieve performance goals
• Excellent communication and interpersonal skills, with a customer-focused mindset and a commitment to delivering exceptional service
• Experience in developing and implementing outreach strategies and campaigns, preferably in a healthcare or community-based setting
• Proficiency with various systems, including call center technology, customer relationship management (CRM) (Salesforce preferred), and electronic health records (EHR) (Athena preferred)
• Knowledge of healthcare regulations, compliance requirements, and patient privacy standards
• Exceptional problem-solving and conflict resolution skills
• Excellent organizational and multitasking skills
• Ability to connect and build relationships with people from diverse backgrounds
  
  

What's in it for you

• Development, mentoring and training programs designed to help you chart your dream career and make sure you are learning everything you need to know as you gain more responsibility
• Fast growth company with opportunities to take on more responsibility or develop into new roles
• Flexible schedules and the opportunity to work from home
• Competitive compensation
• Annual bonus eligibility
• 401(k) plan with a healthy match
• Equity in the form of stock options
• Medical, Dental and Vision coverage for you and your family
• Life insurance and Disability
• Well-being and Remote Work stipend
• Generous Paid Time Off
  
  

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations. Exact compensation may vary based on skills, experience, and location.

Role: Range is $120,000 - 150,000, depending on experience

Bonus: Opportunity to earn up to 10% of total compensation

We are going to make some very big waves starting with a small Rippl - come join us!