Engagement Manager

Lead end-to-end implementation of new clients, empowering them to service clients from sales, through workflow design, go-live, and account growth.

Develop and maintain project plans with clear milestones, deliverables, and responsibilities.

Coordinate execution across internal team members and clients, ensuring alignment on scope, timelines, and quality.

Support integration of APCM/CCM workflows into EHR systems and existing clinical processes.

Manage relationships with outsourced care management vendors or other clients supporting client delivery.

Ensure clients meet contractual expectations, service-level agreements (SLAs), and quality standards.

Monitor service-provider performance and escalate issues, risks, or gaps promptly.

Facilitate alignment between clients and external vendors to ensure seamless coordination of services, workflows, and shared goals.

Track vendor capacity, staffing, and workflow adherence to ensure consistent program performance.

Monitor program KPIs such as enrollment, engagement, quality measures, utilization patterns, and financial outcomes.

Consolidate data from internal teams and clients to provide a unified performance view.

Develop insights and recommendations to drive improved clinical outcomes and operational efficiency.

Lead continuous improvement efforts with clients .

Deliver training to provider care teams and ensure clients are appropriately trained on workflows, documentation standards, and program expectations.

Create and maintain workflow guides, process documentation, and best-practice resources.

Support provider organizations through operational change related to APCM and CCM adoption.

Partner with internal sales, product, clinical, and analytics teams to ensure consistent client experience.

Provide structured feedback to clients to inform product enhancements and operational improvements.

Contribute to development of playbooks, standard operating procedures, and support materials.

Bachelor’s degree in healthcare administration, public health, business, nursing, or related field.

5+ years of experience in healthcare client management, care management operations, population health, or value-based care.

Experience coordinating or overseeing service delivery to clients or through external vendors.

Proven ability to manage complex multi-stakeholder projects.

Excellent communication, facilitation, and relationship-building skills.

Ability to interpret performance data and develop actionable insights.

Experience with provider groups, ACOs, or health systems.

Familiarity with EHR workflows and care management platforms.