Service Delivery Optimization Consultant - Chicago

Phamily • Chicago, IL

13d • Hybrid

About The Position

The Engagement Manager leads health systems and physician groups through the successful implementation and ongoing growth of full-service care management programs for large patient populations. This role manages relationships with clients, oversees delivery through internal teams and our clients, and ensures that programs drive measurable clinical and financial outcomes.

You will act as a strategic partner to clients, leading implementations, influencing provider behavior, and optimizing workflows to ensure programs deliver measurable results. This role requires strong business acumen, comfort operating in ambiguity, and the ability to hold stakeholders accountable across clinical, operational, and executive teams.

Requirements

• Bachelor’s degree in healthcare administration, public health, business, nursing, or related field.
• 5+ years of experience in enterprise healthcare partnerships, population health, or value-based care, with a demonstrated track record of driving clinical/financial outcomes and growing strategic accounts.
• Proven experience driving performance, revenue targets, net retention rates, or program growth.
• Experience coordinating or overseeing service delivery to clients or through external vendors.
• Experience managing complex, multi-stakeholder environments across clinical and executive audiences.
• Excellent communication, facilitation, and relationship-building skills.
• Ability to operate with ownership in fast-paced, evolving environments.
• Ability to interpret performance data and develop actionable insights.

Nice To Haves

• Experience with provider groups, ACOs, or health systems.
• Familiarity with EHR workflows and care management platforms.

Responsibilities

• Own the relationship with one of the company's most strategic accounts, operating at the C-suite and clinical leadership level as an indispensable thought partner and strategic advisor.
• Relentlessly pursue measurable clinical and financial outcomes that drive program expansion and deepen the account relationship.
• Develop an intimate understanding of the account's strategic agenda, clinical imperatives, and organizational dynamics — anticipating where the partnership needs to go and ensuring the program remains deeply embedded in how they deliver care.
• Operate with high ownership in ambiguous environments, making decisions that move programs forward.
• Own program-level performance, including clinical outcomes, operational efficiency, and revenue realization
• Analyze KPIs (engagement, utilization, quality, financial performance) to identify gaps and drive improvement
• Lead continuous optimization efforts to expand program impact and long-term value
• Drive provider adoption and program growth through strategic change management, stakeholder influence, and performance-focused initiatives that improve financial and clinical outcomes.
• Partner with sales, product, clinical, and analytics teams to deliver a consistent and high-performing client experience
• Contribute to the development of playbooks, SOPs, and best practices that scale across programs

Benefits

• Medical, dental, and vision coverage for employees and dependents at a nominal cost
• Paid maternity leave
• FSA and Dependent Care account options
• 401(k) Eligibility after 6 months of full-time employment
• Collaborative, mission-driven work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior