Director of Engagement & Retention

About Ansible Health

At Ansible Health, a diverse mix of clinicians, engineers, and healthcare executives share a common vision:

transforming how healthcare is delivered for patients with chronic diseases.

We are a venture-backed, physician-led virtual medical group that unites talent from Columbia, Johns Hopkins, Google, Amazon, and other top institutions to revolutionize care for patients with COPD, CHF, and other chronic cardiac and pulmonary conditions.

We combine digital theranostics with expert human care to enable holistic management of chronic disease where it matters most: in patients' homes and communities. Our mission is to empower our patients to live longer, healthier, and more fulfilling lives. Meaningful patient-centered outcomes include reduction of emergency department visits, hospital admissions, and death.

Our track record speaks for itself: 90% of patients love our program, 82% report improved symptoms, a 103% increase in physical fitness, and a 45% decrease in ER usage and hospitalization.

Position Summary

The Director of Engagement & Retention is a senior leadership role responsible for designing, executing, and optimizing the strategies that keep patients actively enrolled, deeply engaged, and achieving meaningful health outcomes within Ansible Health's virtual care programs.

This leader will own the full patient lifecycle from onboarding through long-term retention, leveraging data analytics, behavioral science, and cross-functional collaboration to reduce churn, increase program adherence, and maximize the clinical and financial value delivered to patients and the organization.

This is a high-impact role at the intersection of operations, clinical care, product, and data — ideal for a strategic operator who is passionate about chronic disease management and understands that sustained patient engagement is the linchpin of value-based care.

Key Responsibilities

• Engagement & Retention Strategy
• ▸ Own the end-to-end patient engagement and retention strategy across the full lifecycle — from initial onboarding and early activation through sustained program participation and graduation.
• ▸ Develop and manage a Patient Lifecycle Model that enables segment-level targeting, behavioral nudges, and lifecycle-stage interventions tailored to the unique needs of chronically ill populations.
• ▸ Define, track, and report on core retention KPIs including enrollment conversion, 30/60/90-day retention rates, program completion, session attendance, disenrollment drivers, NPS, and patient-reported outcomes.
• ▸ Build and iterate on proactive outreach programs and re-engagement campaigns to identify at-risk patients early and intervene before disengagement or disenrollment.
• Cross-Functional Leadership
• ▸ Partner closely with clinical teams — nurse practitioners, respiratory therapists, exercise physiologists, and care managers — to embed engagement best practices into daily care workflows and touchpoints.
• ▸ Collaborate with Product and Engineering to shape patient-facing features, communication tools, and platform improvements that drive habitual engagement and reduce friction.
• ▸ Work with the Growth and Partnerships team to align acquisition messaging with realistic program expectations, improving the quality of incoming referrals and reducing early-stage attrition.
• ▸ Coordinate with Finance and Analytics to quantify the revenue impact of retention improvements and build data-informed business cases for new initiatives.
• Data & Insights
• ▸ Establish a rigorous measurement framework for engagement and retention, moving beyond vanity metrics to actionable insights that influence clinical and operational decisions.
• ▸ Conduct root-cause analysis of patient churn through data mining, patient surveys, exit interviews, and clinician feedback — translating findings into concrete process improvements.
• ▸ Design and run A/B tests, cohort analyses, and pilot programs to validate engagement hypotheses before scaling.
• Team Building & Culture
• ▸ Build, mentor, and lead a high-performing engagement and retention team as the organization scales, including specialists in patient outreach, lifecycle marketing, and engagement analytics.
• ▸ Champion a patient-obsessed culture across the organization, ensuring that the voice of the patient informs every strategic and tactical decision.
• ▸ Report directly to executive leadership, providing clear visibility into engagement health and strategic recommendations at the board level.

Qualifications

• Required
• ▸ 7+ years of progressive experience in patient engagement, retention, customer success, lifecycle management, or growth operations — with at least 3 years in a healthcare, telehealth, or health-tech environment.
• ▸ 3+ years of experience in a people-management or leadership capacity, with a demonstrated ability to build and scale teams.
• ▸ Deep familiarity with value-based care models, chronic care management (CCM), remote patient monitoring (RPM), or similar care delivery frameworks.
• ▸ Strong analytical skills with hands-on experience using data tools (e.g., SQL, Tableau, Looker, Excel) to define KPIs, run analyses, and inform strategy.
• ▸ Proven track record of meaningfully improving retention rates, reducing churn, or increasing engagement in a measurable, data-driven way.
• ▸ Exceptional cross-functional communication skills — comfortable presenting to clinical teams, engineering squads, and executive leadership alike.
• ▸ Bachelor's degree in Healthcare Administration, Business, Public Health, Marketing, or a related field.
• Preferred
• ▸ Master's degree (MBA, MPH, MHA) or equivalent advanced training.
• ▸ Experience in a high-growth startup or venture-backed environment where scrappiness and speed are table stakes.
• ▸ Background in behavioral science, behavioral health, or health behavior change frameworks (e.g., COM-B, Transtheoretical Model, motivational interviewing).
• ▸ Familiarity with Medicare/Medicaid populations, particularly older adults with multiple comorbidities such as COPD, CHF, or other chronic cardiopulmonary conditions.
• ▸ Experience with CRM and engagement platforms (e.g., Salesforce Health Cloud, HubSpot, Iterable, or comparable tools).
• ▸ Clinical licensure or clinical background (RN, RT, MPH with clinical rotations) is a meaningful plus but not required.