Director of Patient Success
Department: Patient Success
Reports to: Chief Revenue Officer
Role Purpose
The Director of Patient Success is accountable for building, leading, and scaling a centralized Patient Success function that directly drives revenue growth, patient retention and clinic performance across the organization.
This role exists to ensure that:
· Patients receive consistent, high-quality experience across all touch points.
· Clinics are supported through aligned, scalable call center services.
· Revenue opportunities are converted efficiently through disciplined outreach and performance management.
· The Patient Success Team operates as a strategic growth engine.
This role owns both results and relationships, sitting at the intersection of clinics, marketing, operations, and revenue.
Scope of Ownership:
The Director of Patient Success has full ownership over:
· Centralized call center strategy and execution.
· New patient lead conversion performance.
· Retention programs (rebook, recall, lapsed, and deferred revenue).
· Patient Success team performance, culture, and development.
· Operational workflows, systems, and scalability.
· Cross-functional alignment between clinics, marketing, operations, and revenue.
Core Outcomes & Success metrics
Success in the role is measured by:
· Sustainable improvement in new patient lead conversion.
· Scalable and predictable patient retention performance.
· Clinic satisfaction and adoption of Patient Success services.
· A high performing, engaged, and retained Patient Success team.
· Operational clarity, consistency, and scalability across all supported clinics.
Strategic Responsibilities:
1. Call Center Leadership & Strategy
· Own the strategic direction, operating model, and scalability of the Patient Success call center.
· Design a scalable operating model that balances coverage, quality, efficiency, and growth.
· Implement tools, systems, automations, and workflows that improve visibility, productivity, and outcomes.
· Ensure consistent coverage across time zones, clinic hours, weekends, holidays, and PTO.
2. Clinic Partnerships & Alignment
· Serve as the senior owner of clinic relationships for Patient Success
· Ensure services are tailored to clinic workflows, patient demographics, and operational needs.
· Act as a strategic partner to clinic leadership and regional operators.
· Translate corporate strategy into effective, clinic-level execution and elevate clinic feedback upward.
3. Revenue Performance (Growth & Retention)
· Owns outcomes across:
i. New patient led conversions.
ii. Retention programs and targets (rebook, recall, lapsed, & deferred revenue)
· Partner with marketing on campaign alignment, lead quality, and outreach strategy.
· Diagnose performance gaps and lead corrective strategies.
4. People Leadership & Culture
· Lead, coach, and develop a high-performing Patient Success Team.
· Build a culture of accountability, motivation, and patient-first thinking.
· Ensure consistent training in sales, skills, objection handling, and patient experience.
· Serve as an advocate for the team while holding clear performance expectations.
· Facilitate performance reviews with Patient Success partners.
i. Conduct one-to-one performance reviews on a regular basis.
ii. Conduct weekly team performance reviews with Patient Success Team.
5. Operational Excellence
· Own SOP’s, workflows, playbooks, and process documentation.
· Ensure clarity in roles, ownership, escalation paths, and expectations
· Oversee scheduling, capacity planning, coverage, and workload distribution.
· Continuously identify and implement operational improvements.
6. Performance management & Problem solving
· Track and analyze key performance metrics related to conversion, retention, outreach, and revenue.
· Diagnose performance gaps and lead corrective action plans
· Identify systemic issues before they impact clinics or patients
· Lead root-cause analysis and solution design.
· Facilitate regular performance reviews with internal stakeholders.
7. Financial & Administrative Oversight
· Maintain visibility into Patient Success costs, commissions, and clinic allocations.
· Oversee Clinic costing allocations
· Oversee commission structures, incentive, frameworks, and clinic allocation models.
Pay: Up to $150,000.00 per year
Benefits:
- Dental care
- Flexible schedule
- Life insurance
- Paid time off
- Vision care
Application Question(s):
- What are your salary expectations?
Education:
Experience:
- Call center management: 5 years (Required)
- MedSpa / Healthcare Sales: 2 years (Required)
Work Location: Remote
