About this role
About the Role We are currently seeking a highly motivated Lead, Patient Engagement to support our Clinical Operations team at Astrana Health. This role is responsible for supporting clinic-first, community-based patient engagement initiatives that drive new patient acquisition, strengthen retention, and enhance the overall patient experience. In addition to direct patient engagement responsibilities, this position provides day-to-day leadership, training, coaching, workflow oversight, and performance accountability for Patient Engagement Representatives. The Lead will ensure consistent execution of patient engagement workflows, support lead conversion efforts, monitor team performance, and serve as a key operational resource for patient engagement activities across clinics and communities. This is a hands-on leadership role that combines direct patient interaction with team coordination and accountability. The ideal candidate is patient-focused, highly organized, passionate about service excellence, and committed to developing team members while improving patient access and engagement. Our Values Put Patients First Empower Entrepreneurial Provider and Care Teams Operate with Integrity & Excellence Be Innovative Work As One Team Provide day-to-day leadership and accountability for Patient Engagement Representatives, including monitoring productivity, outreach activity, documentation quality, response times, and workflow adherence Identify performance gaps, provide coaching and retraining, and escalate recurring concerns to operational leadership Train and onboard new Patient Engagement Representatives on engagement workflows, communication standards, scheduling processes, documentation requirements, and systems Monitor worklists, lead follow-up activities, outreach efforts, and assigned tasks to ensure timely completion and appropriate follow-through Review team performance against productivity, quality, conversion, and patient experience goals Execute and support timely follow-up on patient-generated and outreach-generated leads Educate prospective patients on clinic services, providers, enrollment processes, and available resources Support conversion of leads into scheduled appointments, clinic tours, completed first visits, and ongoing patient engagement Maintain accurate documentation of patient interactions, outreach activities, and engagement outcomes Coordinate patient-facing communications related to provider changes, clinic updates, service offerings, and outreach initiatives Support outbound communication campaigns through calls, text messages, and email to achieve patient outreach, retention, engagement, and conversion goals Assist with the development and distribution of patient-facing materials, including brochures, flyers, welcome packets, and educational resources Participate in and support community outreach events, health fairs, broker events, clinic activations, and patient engagement activities Ensure leads generated through events are accurately documented and transitioned into established follow-up workflows Conduct quality reviews of lead documentation, worklists, and patient engagement activities to maintain data integrity and workflow compliance Monitor lead progression, conversion activity, follow-up timeliness, and team workload to identify barriers and improvement opportunities Provide leadership with updates on team performance, conversion trends, training needs, and operational challenges Collaborate with Community Engagement Specialists, Broker Engagement Specialists, clinic teams, and operational partners to coordinate patient engagement efforts Support the development and improvement of workflows, job aids, scripts, training materials, and standard operating procedures Coordinate and support health plan initiatives, including Chronic Condition Verification (CCV) forms and related documentation requirements Track assigned health plan work through completion and escalate barriers or delays as necessary