Patient Experience Analyst

At Diverge Health we are passionate about improving health access and outcomes for those most in need. We partner with primary care providers to improve the engagement and management of their Medicaid patients, offering independent practices with specialized resources and clinical programs to close gaps in care. Our teams work to address medical, social and behavioral patient needs, lowering healthcare costs and improving patient lives. Guided by our core values of humility, continuous learning and feeling the weight, our team is on a mission to strengthen communities from within, unlocking people's ability to live their healthiest lives.

We are looking for a Patient Experience Analyst – Patient Enrollment & Health Engagement to join our team This role supports the quality and integrity of patient outreach efforts by ensuring our Patient Enrollment Specialists (PES) and Health Engagement Specialists (HES) deliver accurate, empathetic, and compliant interactions that advance health outcomes for our members.

As the Patient Experience Analyst, you will play a key role in strengthening patient experience and operational excellence across our call center programs. You'll review patient calls and documentation, assess adherence to protocols, and provide clear, actionable feedback to enhance team performance and compliance.

Key areas you'll add value:

• Monitor PES and HES calls to evaluate professionalism, empathy, compliance, and effectiveness.
• Audit documentation and EMR entries for accuracy, completeness, and adherence to standards.
• Identify trends, recurring issues, and compliance risks through regular call and case reviews.
• Provide structured, constructive feedback that supports staff development and quality improvement.
• Partner with leaders in Central Care Operations and Population Health to align on coaching priorities.
• Maintain QA scorecards and reports to track performance and highlight improvement opportunities.
• Recommend updates to scripts, workflows, and documentation standards to improve quality outcomes.
• Support the early design and continuous refinement of Diverge's QA program for PES and HES functions.

• 2+ years in a call center QA, healthcare outreach, or clinical documentation auditing role.
• Working knowledge of healthcare communication, patient engagement, and compliance standards (HIPAA, CMS, etc.).
• Strong attention to detail and analytical skills for identifying patterns and root causes.
• Excellent verbal and written communication, with the ability to deliver objective, supportive feedback.
• Experience with EMR systems, call monitoring tools, or patient engagement platforms.
• Preferred: Background in healthcare, population health, or patient engagement; familiarity with HEDIS, CMS Star Ratings, or preventive care programs.
• Bonus: Process improvement or QA certifications (e.g., Six Sigma, Lean).

• A humble, thoughtful teammate who balances empathy with objectivity.
• Comfortable working in a fast-evolving environment where processes are being built and refined.
• Organized and adaptable, able to manage multiple priorities with focus and care.
• Energized by collaboration and open communication.
• Curious, flexible, and eager to learn within a mission-driven, growth-oriented team.
• A strong representative of Diverge Health's mission, vision, and values

This is a full-time, exempt, salaried position. Commensurate on candidate experience, the expected base salary range for this role is $65,000-$75,000.

Our Investors

Diverge Health is funded by GV and incubated by Triple Aim Partners, which since 2019 has partnered with entrepreneurs to co-found and launch eight companies focused on improving the quality, experience and total cost of healthcare.

At Diverge Health we believe that a diverse set of backgrounds and experiences enrich our teams and enable us to realize our mission. If you do not have experience in all areas detailed above, we encourage you to share your unique background with us and how it might be additive to our team.

Special Considerations

Diverge Health is dedicated to the principles of Diversity, Equity and Inclusion and Equal Employment Opportunities for all employees and applicants for employment. We do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, reproductive health decisions, family responsibilities or any other characteristic protected by the federal, state or local laws. Our decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance and business needs.

At this time, we are unable to support hiring in Alaska and Hawaii due to our primary operations being based in the Eastern and Central time zones.