Lead - Patient Engagement

Department: Clinic OperationsLocation: 8880 W Sunset Rd, Suite 320, Las Vegas NV 89148Compensation: $35.00 - $38.00 / hour Description 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 ValuesPut Patients FirstEmpower Entrepreneurial Provider and Care TeamsOperate with Integrity & ExcellenceBe InnovativeWork As One Team What You'll Do Provide day-to-day leadership and accountability for Patient Engagement Representatives, including monitoring productivity, outreach activity, documentation quality, response times, and workflow adherenceIdentify performance gaps, provide coaching and retraining, and escalate recurring concerns to operational leadershipTrain and onboard new Patient Engagement Representatives on engagement workflows, communication standards, scheduling processes, documentation requirements, and systemsMonitor worklists, lead follow-up activities, outreach efforts, and assigned tasks to ensure timely completion and appropriate follow-throughReview team performance against productivity, quality, conversion, and patient experience goalsExecute and support timely follow-up on patient-generated and outreach-generated leadsEducate prospective patients on clinic services, providers, enrollment processes, and available resourcesSupport conversion of leads into scheduled appointments, clinic tours, completed first visits, and ongoing patient engagementMaintain accurate documentation of patient interactions, outreach activities, and engagement outcomesCoordinate patient-facing communications related to provider changes, clinic updates, service offerings, and outreach initiativesSupport outbound communication campaigns through calls, text messages, and email to achieve patient outreach, retention, engagement, and conversion goalsAssist with the development and distribution of patient-facing materials, including brochures, flyers, welcome packets, and educational resourcesParticipate in and support community outreach events, health fairs, broker events, clinic activations, and patient engagement activitiesEnsure leads generated through events are accurately documented and transitioned into established follow-up workflowsConduct quality reviews of lead documentation, worklists, and patient engagement activities to maintain data integrity and workflow complianceMonitor lead progression, conversion activity, follow-up timeliness, and team workload to identify barriers and improvement opportunitiesProvide leadership with updates on team performance, conversion trends, training needs, and operational challengesCollaborate with Community Engagement Specialists, Broker Engagement Specialists, clinic teams, and operational partners to coordinate patient engagement effortsSupport the development and improvement of workflows, job aids, scripts, training materials, and standard operating proceduresCoordinate and support health plan initiatives, including Chronic Condition Verification (CCV) forms and related documentation requirementsTrack assigned health plan work through completion and escalate barriers or delays as necessary Qualifications High school diploma or equivalent requiredAssociate's or Bachelor's degree in Healthcare Administration, Business, Public Health, Health Sciences, or a related field preferredMinimum of 3 years of experience in patient engagement, customer service, healthcare coordination, call center operations, or a related healthcare environmentPrior lead, training, or supervisory experience preferredDemonstrated ability to train, coach, and hold team members accountable to established workflows and performance expectationsExperience monitoring productivity, quality, worklists, and operational performance metricsStrong interpersonal, communication, and relationship-building skills with a patient-centered approachStrong leadership and organizational skills with the ability to manage multiple priorities and deadlinesProficiency with Microsoft Office Suite and experience navigating EHR, CRM, scheduling, or lead management platformsStrong attention to detail and ability to maintain accurate documentation and trackingAbility to analyze operational data, identify trends, and recommend process improvementsAbility to work independently while collaborating effectively with cross-functional teamsCommitment to patient experience, continuous improvement, accountability, and teamworkPreferred QualificationsAssociate's or Bachelor's degree in Healthcare Administration, Business, Public Health, Health Sciences, or a related fieldExperience with CRM systems, scheduling platforms, EHR systems, or lead management toolsExperience supporting patient acquisition, retention, or healthcare outreach initiativesExperience developing workflows, training materials, or operational processes Environmental Job Requirements and Working Conditions This position is based in Las Vegas, Nevada and supports Astrana Care of Nevada operationsWork may be performed in an office, clinic, or other approved work location based on business needsFrequent use of a computer, telephone, and standard office equipmentLocal travel may be required between clinic locations, community events, and training activitiesAbility to work in a fast-paced environment while managing multiple priorities and deadlines