Back to jobs
New

Engagement Manager

Boston, MA

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

  • 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.

Program Implementation & Operational Execution

  • 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.

Oversight of Clients

  • 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.

Performance Monitoring & Optimization

  • 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 .

Training & Change Management

  • 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.

Cross-Functional Collaboration

  • 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.

Qualifications

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.

Preferred

  • Experience with provider groups, ACOs, or health systems.
  • Familiarity with EHR workflows and care management platforms.

Create a Job Alert

Interested in building your career at Phamily? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Phamily’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.