Director Patient Success

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: 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. Key Qualifications: Experience /leading/running a retail/medspa call center focused on sales Minimum 10 years of experience in a retail/sales environment Bachelors Degree