What are the responsibilities and job description for the Engagement Manager position at Phamily?
Position Title: Engagement Manager
Department: Service Delivery
Reports To: Director of Service Delivery
Location: Boston. MA - on-site
Travel: Up to 75% travel to client sites and internal meetings
Position Summary
The Engagement Manager leads provider clients through the successful implementation and ongoing optimization of Advanced Primary Care Models (APCM) and Chronic Care Management (CCM) programs. This role manages relationships with clients, oversees delivery through internal teams and our clients, and ensures that programs drive measurable clinical and financial outcomes for clients.
The ideal candidate has 5 years of experience in healthcare client management, value-based care operations, or care management program delivery, and is skilled at coordinating multi-party stakeholders, including outsourced vendors and clinical service partners.
Key Responsibilities
Client Engagement & Relationship Management
Required
Department: Service Delivery
Reports To: Director of Service Delivery
Location: Boston. MA - on-site
Travel: Up to 75% travel to client sites and internal meetings
Position Summary
The Engagement Manager leads provider clients through the successful implementation and ongoing optimization of Advanced Primary Care Models (APCM) and Chronic Care Management (CCM) programs. This role manages relationships with clients, oversees delivery through internal teams and our clients, and ensures that programs drive measurable clinical and financial outcomes for clients.
The ideal candidate has 5 years of experience in healthcare client management, value-based care operations, or care management program delivery, and is skilled at coordinating multi-party stakeholders, including outsourced vendors and clinical service partners.
Key Responsibilities
Client Engagement & Relationship Management
- Serve as the primary point of contact for assigned clients, managing day-to-day communication and expectations.
- Build strong, trusted relationships with clinical, operational, and executive stakeholders.
- Lead regular meetings with service provider partners focused on performance, barriers, and strategic goals.
- Proactively identify opportunities for program improvement, workflow optimization, or service expansion.
- Lead end-to-end implementation of new clients, empowering them to service clients from sales, through workflow design, go-live, and account growth.
- Develop and maintain project plans with clear milestones, deliverables, and responsibilities.
- Coordinate execution across internal team members and clients, ensuring alignment on scope, timelines, and quality.
- Support integration of APCM/CCM workflows into EHR systems and existing clinical processes.
- Manage relationships with outsourced care management vendors or other clients supporting client delivery.
- Ensure clients meet contractual expectations, service-level agreements (SLAs), and quality standards.
- Monitor service-provider performance and escalate issues, risks, or gaps promptly.
- Facilitate alignment between clients and external vendors to ensure seamless coordination of services, workflows, and shared goals.
- Track vendor capacity, staffing, and workflow adherence to ensure consistent program performance.
- Monitor program KPIs such as enrollment, engagement, quality measures, utilization patterns, and financial outcomes.
- Consolidate data from internal teams and clients to provide a unified performance view.
- Develop insights and recommendations to drive improved clinical outcomes and operational efficiency.
- Lead continuous improvement efforts with clients .
- Deliver training to provider care teams and ensure clients are appropriately trained on workflows, documentation standards, and program expectations.
- Create and maintain workflow guides, process documentation, and best-practice resources.
- Support provider organizations through operational change related to APCM and CCM adoption.
- Partner with internal sales, product, clinical, and analytics teams to ensure consistent client experience.
- Provide structured feedback to clients to inform product enhancements and operational improvements.
- Contribute to development of playbooks, standard operating procedures, and support materials.
Required
- Bachelor’s degree in healthcare administration, public health, business, nursing, or related field.
- 5 years of experience in healthcare client management, care management operations, population health, or value-based care.
- Experience coordinating or overseeing service delivery to clients or through external vendors.
- Proven ability to manage complex multi-stakeholder projects.
- Excellent communication, facilitation, and relationship-building skills.
- Ability to interpret performance data and develop actionable insights.
- Experience with provider groups, ACOs, or health systems.
- Familiarity with EHR workflows and care management platforms.