Director, Population Health Consumer Engagement

Presbyterian Healthcare Services•Reverend Hugh Cooper Administrative Center, NM

3d•Hybrid

About The Position

Presbyterian Health Plan (PHP) seeks an innovative, data-driven leader to serve as its next Director of Population Health Engagement. This highly visible leadership role sits at the intersection of consumer engagement, population health, digital transformation, and healthcare outcomes. As healthcare increasingly shifts toward proactive, personalized member engagement, PHP is evolving beyond traditional outreach models to create meaningful, measurable connections that inspire members to actively participate in their health and well-being. This leader will serve as the strategic architect behind that transformation—developing modern engagement strategies that leverage technology, analytics, behavioral insights, and omnichannel communications to improve member outcomes, satisfaction, and retention. Reporting to senior health plan leadership, the Director will oversee a team of approximately 65 professionals and lead the enterprise strategy for member engagement across Medicare Dual Special Needs Plans (DSNP), Medicaid, and Commercial populations. This role requires a leader who can balance strategic vision with operational discipline, bringing innovative ideas while building the infrastructure, processes, and analytics necessary to measure success and drive continuous improvement. The ideal candidate may come from healthcare, health technology, digital consumer engagement, customer experience, CRM, or high-growth technology environments and possess a deep understanding of how organizations successfully engage consumers at scale.

Requirements

Bachelor's degree in Healthcare Administration, Business, Marketing, Communications, Public Health, Information Systems, or a related field required.
Minimum of 8–10 years of progressive leadership experience in customer engagement, population health, consumer experience, digital engagement, CRM strategy, marketing operations, or related fields.
Experience leading large, multi-functional teams.
Proven success developing and implementing customer or member engagement strategies at scale.
Experience leveraging analytics and data to drive engagement performance and business outcomes.
Demonstrated experience leading organizational transformation initiatives.

Nice To Haves

Master's degree preferred.
Healthcare experience is preferred but not required.
Experience in health tech, customer experience, digital engagement, consumer marketing, CRM strategy, or high-growth technology environments is highly valued.

Responsibilities

Develop and execute an enterprise-wide member engagement strategy across DSNP, Medicaid, and Commercial populations.
Transform traditional outreach models into personalized, data-driven engagement experiences.
Design innovative approaches that improve member participation in care coordination, preventive care, quality programs, and population health initiatives.
Establish a long-term roadmap for digital engagement, communication optimization, and member activation.
Lead governance processes to ensure engagement efforts are coordinated across Population Health, Quality, and customer-facing teams.
Create personalized outreach strategies that leverage behavioral insights, segmentation, and member preferences.
Expand and optimize engagement channels including phone, SMS, email, digital platforms, mobile solutions, and emerging technologies.
Identify opportunities to improve engagement among difficult-to-reach or underserved populations.
Develop strategies that increase participation in clinical programs while improving satisfaction and member experience.
Partner with analytics teams to build segmentation strategies and targeted outreach initiatives.
Establish dashboards, KPIs, and success measures to evaluate program effectiveness.
Utilize data to assess campaign performance, engagement rates, member activation, and clinical outcomes.
Develop measurement frameworks that demonstrate ROI and support continuous optimization.
Oversee centralized outreach and engagement operations.
Evaluate program effectiveness and implement improvements to increase efficiency and outcomes.
Ensure outreach activities comply with CMS, Medicaid, and regulatory requirements.
Establish operational processes that support scalability, consistency, and accountability.
Lead optimization of CRM platforms and member engagement technologies.
Partner with IT and digital teams to improve engagement infrastructure and automation capabilities.
Evaluate emerging technologies that can improve personalization and member interaction.
Oversee communication orchestration tools and engagement platforms.
Collaborate with Quality, Clinical Programs, Marketing, Product, Customer Experience, and Analytics teams to drive enterprise engagement initiatives.
Ensure communication strategies are aligned across various member touchpoints.
Influence stakeholders and gain alignment around engagement priorities and transformation initiatives.
Evaluate and oversee external vendors supporting engagement programs.
Establish performance metrics and accountability standards.
Ensure vendor solutions align with member engagement objectives and organizational goals.
Lead, mentor, and develop a high-performing team of managers, supervisors, and engagement professionals.
Foster a culture focused on innovation, accountability, customer centricity, and continuous improvement.
Build organizational capabilities that support rapid transformation and sustainable growth.