Manager, Patient Engagement

If you got into healthcare to make a difference, you’re in the right place.  We’re looking for a values-driven, mission-focused, dynamic Manager of Patient Engagement who is passionate about working with seniors (and their families), especially those navigating mental and behavioral health challenges. Someone who is searching for a workplace and culture that is as committed to them as they are their patients.  If that’s you, read on!

What’s Rippl?

At Rippl, we are a passionate, impatient, slightly irreverent, people-obsessed group of optimists & doers intent on building a movement to bring mental healthcare to our aging population. We believe there is no more noble mission than caring for people at this critical stage of life, and we’re ready to take action. 

We’re reimagining what it feels like to experience a mental health challenge as a senior.  By leveraging an obsession with supporting our clinicians, a new care model and disruptive technology, we are pioneering an entirely new way to democratize senior access to high quality, wrap-around mental and behavioral healthcare, both for seniors and their families and caregivers.  Helping them stay healthier, at home longer, and out of the ER.

Our Core Values 

At Rippl, we live and breathe a set of shared, core values that help us build the best team, guide how we work together, and best serve our patients, families and caregivers. 

If not Us, then Who?  Seniors need better mental health care NOW.   Our mission is urgent.  And, we’ve got the perfect team to take this on.  

Mission is our Middle Name  There is no more noble mission than caring for seniors with mental health challenges. We’ve set out to make a giant, lasting, transformational impact. 

Care Team Obsession  Our team members are our focus, our obsession. We listen and learn from, and with, our clinicians to find the right answers. When we care obsessively for our clinicians, our patients and families will get the care they deserve.

Moving Mountains  We see what we’re doing as a movement–a movement focused on solving one of the most important, most urgent challenges in healthcare for a really special group of people. 

Raising the bar, for everyone We are leveraging world class expertise to define a new standard of care. Partnering with the country’s leading academic institutions and geriatric clinicians, we are bringing clinical excellence to our seniors.

Join the movement 

We’re looking to find other changemakers who are ready to join our movement. Those who believe serving seniors is their calling, their reason for jumping out of bed every day. Our ambition is to create a nirvana workplace for this tribe! And, most importantly, help them make a giant difference in the lives of their patients. Because, “if not us, then who?” 

The Manager, Patient Engagement is responsible for leading and optimizing the patient intake and enrollment processes within a telehealthcare environment. This role requires a metrics-driven leader with experience in customer service and patient care, managing inbound and outbound teams, ensuring service level agreements (SLAs) and Key Performance Indicators (KPIs) are met, overseeing telephony systems, and supervising multiple functional areas. The ideal candidate is results-oriented, adept at process improvement, and committed to enhancing the patient experience through operational excellence.

Essential Functions:  

Leadership & Team Management

• Oversee and lead patient enrollment ensuring high performance and operational efficiency.
• Develop team structure, goals, and performance benchmarks aligned with business objectives.
• Provide coaching, training, and professional development opportunities for team members.

Metrics-Driven Performance Management

• Monitor and analyze key performance indicators (KPIs) related to patient enrollment, engagement, and retention.
• Drive data-driven decision-making to optimize processes, improve conversion rates, and enhance patient satisfaction.
• Implement continuous process improvement initiatives to meet and exceed SLAs.

Telephony & Technology Oversight

• Manage and optimize contact center operations (Zoom, DialPad, Athena, Salesforce) to ensure seamless patient interactions.
• Collaborate with IT and operations teams to improve call routing, scheduling, and workflow automation.
• Identify and address gaps in technology utilization and recommend solutions to enhance efficiency.

Operational & Cross-Functional Collaboration

• Work closely with marketing, clinical operations, and partnerships teams to streamline patient onboarding and retention strategies.
• Ensure compliance with regulatory requirements, privacy policies (HIPAA), and best practices in telehealth operations.
• Develop and implement standardized operating procedures (SOPs) for enrollment and retention functions.

Patient-Centered Approach

• Design and execute engagement strategies to meet or exceed engagement targets while maximizing patient satisfaction and retention.
• Address patient concerns promptly and effectively to minimize churn and improve loyalty.

Qualifications: 

• 4-8 years of experience in managing patient enrollment, retention, or contact center operations in a telehealth or healthcare setting.
• Reliable high-speed internet connection required to support telehealth operations and virtual collaboration while prioritizing PHI.
• Full-time remote role (typically 40 hours/week) with intermittent on-call availability during business hours (8:00 AM – 8:00 PM Central), seven days a week.
• Bachelor’s degree in Healthcare Administration, Business Management, or a related field. Equivalent experience may be considered in lieu of a degree. 
• Proven track record in a metrics-driven environment, meeting and exceeding SLAs and performance targets.
• Strong expertise in telephony, EMR systems, and CRM systems (e.g., RingCentral, Athena, Salesforce Health Cloud, or similar).
• Experience managing multiple functional areas within patient operations.
• Exceptional leadership and people management skills, with experience leading inbound teams.
• Ability to analyze data, identify trends, and implement strategic process improvements.
• Strong understanding of HIPAA regulations and patient data privacy requirements.
• Excellent communication and stakeholder management skills.
• Experience with outbound patient enrollment and engagement
• Knowledge of call center workforce management and quality assurance best practices (preferred).
• Familiarity with value-based care models and patient lifecycle management (preferred). 

What’s in it for you 

• Development, mentoring and training programs designed to help you chart your dream career and make sure you are learning everything you need to know as you gain more responsibility 
• Fast growth company with opportunities to take on more responsibility or develop into new roles
• Competitive compensation 
• Remote from home opportunity
• 401(k) plan with a healthy match 
• Equity in the form of stock options 
• Medical, Dental and Vision coverage for you and your family 
• Life insurance and Disability
• Remote Work stipend
• Generous Paid Time Off 

Pay Range Details 

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations. Exact compensation may vary based on skills, experience, and location. 

Role: Range is $75,000 - $98,000, depending on experience

We are going to make some very big waves starting with a small Rippl - come join us!