Director of Engagement & Retention

About Ansible Health

Ansible Health is a virtual medical group led by physicians and backed by venture capital. Our team includes clinicians, engineers, and healthcare executives from prestigious institutions such as Columbia, Johns Hopkins, Google, and Amazon. We are dedicated to transforming care for patients with chronic conditions like COPD, CHF, and other chronic cardiac and pulmonary diseases by combining digital therapeutics and expert human care to manage these ailments at home and within communities. Our efforts have yielded remarkable patient outcomes including 90% patient satisfaction, 82% symptom improvement, a 103% increase in physical fitness, and a 45% reduction in emergency room visits and hospitalizations.

Position Summary

The Director of Engagement & Retention plays a crucial senior leadership role responsible for crafting, implementing, and refining comprehensive strategies to ensure patients remain actively enrolled, engaged, and achieve meaningful health benefits within Ansible Health's virtual care programs. This role oversees the entire patient journey from onboarding through sustained retention, utilizing data analytics, behavioral science, and collaboration across departments to minimize churn, boost adherence, and enhance both clinical and financial value.

Key Responsibilities

• Develop and lead patient engagement and retention strategies throughout the complete lifecycle, including onboarding, activation, long-term participation, and graduation.
• Create and manage a Patient Lifecycle Model to enable targeted interventions suited for chronically ill patients through behavioral nudges and lifecycle-stage specific approaches.
• Establish, monitor, and report on key retention metrics such as enrollment conversion, retention at 30/60/90 days, program completion rates, session attendance, reasons for disenrollment, Net Promoter Score (NPS), and patient-reported outcomes.
• Design and refine proactive outreach and re-engagement initiatives to promptly identify at-risk patients and intervene before disengagement.
• Collaborate closely with clinical teams—including nurse practitioners, respiratory therapists, exercise physiologists, and care managers—to integrate engagement practices into daily workflows and touchpoints.
• Partner with Product and Engineering teams to develop patient-facing features, communication tools, and platform enhancements that encourage regular engagement and reduce barriers.
• Align acquisition messaging with Growth and Partnerships teams to ensure realistic expectations and improve referral quality, thereby lowering early attrition rates.
• Work with Finance and Analytics units to assess the financial impact of retention improvements, supporting data-driven business decisions for new initiatives.
• Implement a robust measurement framework that goes beyond superficial metrics, delivering actionable insights to influence clinical and operational strategies.
• Perform root cause analyses of patient churn using data mining, surveys, exit interviews, and clinician feedback to identify process enhancements.
• Design and conduct A/B testing, cohort analyses, and pilot programs to validate engagement strategies before scale-up.
• Recruit, mentor, and lead a high-functioning engagement and retention team including experts in patient outreach, lifecycle marketing, and engagement analytics as the organization expands.
• Foster a patient-centered culture throughout the company, ensuring patient perspectives guide all strategic and tactical decisions.
• Provide regular updates and strategic advice on engagement health to executive leadership and the board.

Qualifications

Required:

• Minimum of 7 years progressive experience in patient engagement, retention, customer success, lifecycle management, or growth operations, with at least 3 years in healthcare, telehealth, or health technology.
• At least 3 years in leadership roles with demonstrated capabilities in team building and scaling.
• Strong understanding of value-based care, chronic care management (CCM), remote patient monitoring (RPM), or equivalent care frameworks.
• Advanced analytical skills with proficiency in data tools such as SQL, Tableau, Looker, and Excel to define key performance indicators and guide strategy.
• Proven success in significantly improving retention, reducing churn, or increasing engagement through data-driven methods.
• Excellent communication skills for interfacing with clinical teams, engineering, and executive leadership.
• Bachelor’s degree in Healthcare Administration, Business, Public Health, Marketing, or a related discipline.

Preferred:

• Master’s degree such as MBA, MPH, or MHA or equivalent advanced education.
• Experience within a fast-paced startup or venture-funded environment that values agility and rapid iteration.
• Background in behavioral science, behavioral health, or models of health behavior change (e.g., COM-B, Transtheoretical Model, motivational interviewing).
• Familiarity with Medicare/Medicaid patient populations, particularly seniors with complex chronic conditions.
• Experience with customer relationship management and engagement technologies like Salesforce Health Cloud, HubSpot, or Iterable.
• Clinical credentials or background (e.g., RN, RT, MPH clinical rotations) is a plus but not mandatory.

Compensation & Benefits

• Annual base salary range from $160,000 to $170,000, based on experience and qualifications.
• Eligibility for stock option grants providing direct ownership stakes in company growth.
• Performance-based cash bonuses aligned with engagement and retention objectives.
• Fully remote position allowing work from anywhere within the United States with flexible scheduling.
• Comprehensive medical, dental, and vision insurance coverage.
• Paid time off and support for professional development.
• Opportunity to create meaningful impact by enhancing the lives of patients with serious chronic illnesses.

Who You Are

You are a compassionate, data-oriented leader with a passion for the nexus of healthcare and technology. You challenge existing norms, prioritize patient outcomes, and understand retention as an essential metric reflecting true patient improvement. This role involves a steep learning curve and demands resilience amid healthcare transformation challenges. You will be supported by strong mentorship and resources to build impactful solutions alongside a committed team.

Equal Opportunity Statement

AnsibleHealth Inc. practices equal employment opportunity. We welcome candidates from diverse backgrounds and are committed to fostering an inclusive workplace. Employment considerations are based solely on qualifications without regard to personal characteristics including race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Accommodation requests for application processes are welcomed to comply with applicable disability laws.