Manager, Patient Outreach and Engagement
About The Position
Icon Health is a leading provider of value-based musculoskeletal (MSK) care, partnering with payers and providers to improve outcomes and reduce total cost of care. Our model combines technology-enabled MSK providers, proactive care coordination, and decision support services to deliver multidisciplinary, evidence-based care. We founded Icon Health on the belief that patients should be genuinely delighted with their care. Through team-based approaches, shared goals, and patient-centered design, we aim to transform a fragmented healthcare system into one that works better for everyone—especially patients and their clinical teams. We operate with a culture of bold thinking, rapid iteration, and practical execution. We value team members who thrive in vertically integrated environments where ideas move quickly from concept to action, and where no task is too big or too small if it contributes to better outcomes.
Requirements
- Bachelors Degree in programs that focus on healthcare administration, human services, public health, community health, or business are preferred.
- 5+ years of experience in healthcare operations, healthcare marketing, or patient engagement
- Experience with value based programs and/or D2C healthcare products is a plus
- Experience in leading projects, managing programs, and supervising staff.
- Proficiency in Google Suite, electronic medical records (EMR), and CRM software
- Ability to tailor communication strategies to align with patient health literacy, cultural values, and behavioral cues to foster a collaborative provider-patient partnership.
Responsibilities
- Develop and manage multi-channel outreach campaigns including scripting, SMS templates, and printed materials tailored to different patient segments, risk tiers, and care milestones
- Create personalized education materials and automated communication strategies to increase patient activation, health literacy, and preventive care engagement
- Lead patient journey mapping initiatives that use engagement and recovery data to refine communication touchpoints and improve patient-reported satisfaction scores
- Optimize first-call resolution models to reduce unnecessary handoffs and simplify patient access to care
- Address and resolve patient complaints and concerns in a timely, professional manner
- Support hiring, training, and management of a team of patient outreach coordinators, setting clear performance expectations and providing ongoing coaching
- Conduct regular call audits and quality reviews to ensure consistency, empathy, and effectiveness in patient communications
- Review quality management frameworks to drive standardized performance and deliver data-driven coaching for individual contributors
- Train and mentor staff on patient interaction protocols, cultural competency, and best practices
- Work with product and clinical leadership to generate and continuously improve patient outreach workflows, ensuring platform capabilities and care protocols are reflected in every patient touchpoint
- Provide frontline feedback to product leadership on feature gaps, usability issues, and prioritization needs based on day-to-day outreach operations
- Work with market operations leadership to problem-solve specific patient issues, remove operational friction, and ensure outreach activity supports broader market performance goals
- Monitor and report on key engagement and operational metrics including contact rates, conversion to care, no-show rates, patient satisfaction scores, and clinical or operational process measures
- Ensure outreach activities align with quality improvement goals
- Use data insights to continuously test, iterate, and optimize messaging, timing, and channel mix
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What This Job Offers
Job Type
Full-time
Career Level
Manager
