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.

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