Patient Experience Analyst

November 7

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Diverge Health

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Healthcare Insurance • Social Impact • Enterprise

Diverge Health is a company dedicated to empowering primary care practices to deliver the highest quality care to underserved patients. The company provides infrastructure support to primary care providers, including highly trained community health teams, administrative aids, and technology solutions for local population health management. Diverge Health aims to enhance healthcare outcomes and assist practices in transitioning to value-based payment models. The company grew its foundation by acquiring the intellectual property of City Health Works, focusing on deploying trusted community health workers to assist patients in effectively managing care and reducing complications. Diverge Health plays a pivotal role in improving primary care delivery, patient health literacy, and providing better financial performance and provider satisfaction for payors.

51 - 200 employees

⚕️ Healthcare Insurance

🌍 Social Impact

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• 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).