Manager Patient Outreach, IHCI

Join Community
The Innovative Healthcare Collaborative of Indiana (IHCI) is a joint venture between Community Health Network and Deaconess Health System. Its goal is to support our sponsors and partners in their strategic evolution to positively impact and improve the healthcare delivery system.

Make a Difference
The Manager of Patient Outreach for IHCI will lead the development and management of a centralized call center dedicated to proactive patient engagement. This role is critical to advancing care management initiatives and improving outcomes under value-based care contracts. You will oversee daily operations, optimize workflows, and ensure high-quality patient interactions that align with organizational goals.

What You’ll Do
 

• Recruit, train, and manage outreach specialists. Foster a culture of accountability, professional development, and high performance.
   
• Establish and manage call center processes for outbound patient outreach, focusing on care coordination, gap closure, and engagement.
   
• Ensure adherence to HIPAA and organizational standards. Implement quality assurance measures and address operational issues promptly.
   
• Partner with clinical and operational teams to align outreach priorities. Prepare and present performance reports for leadership.
   
• Drive initiatives for technology adoption, workflow optimization, and scalability. Position the team for future growth and potential expansion.

Exceptional Skills and Qualifications
 

• Associate degree (or equivalent) in healthcare administration, business, or related field is required or
   
• Bachelor’s degree in progress with an estimated graduation date provided at the time of hire, is required. 
   
• Five (5) or more years of experience in healthcare operations, call center management, or care coordination is required.
   
• Five (5) or more years of population health, care management, and/or patient engagement strategies is required. 
   
• Strong leadership and team management abilities.
   
• Excellent communication skills (oral and written).
   
• Critical thinking and problem-solving skills.
   
• Ability to act as a servant leader and foster collaboration.
   
• Strategic thinking and decision-making capabilities.