If you are a current Duly/SBC/QMG employee, please apply through the Internal Career Site.
Manager, Patient DevelopmentThe Patient Development Manager leads the inside sales team responsible for converting patient interest into booked appointments. This experienced leader owns the team's call-to-booking conversion performance which includes setting clear targets, coaching Patient Development Representatives (PDRs), and holding the team accountable for results, while ensuring every patient interaction is warm, compassionate, and HIPAA-compliant. The Manager oversees day-to-day call center operations, onboards and develops the team, establishes protocols and workflows, handles escalated patient issues, and is measured on the team's achievement of conversion and appointment-booking KPIs.
MAJOR RESPONSIBILITIES- Drive Conversion & Sales Performance (~35% of time)
- Owns the team's call-to-booking conversion rate and appointment-booking targets and sets individual and team goals and is accountable for achieving them
- Reviews call and performance data daily and weekly to track conversion, diagnose gaps, and act on them via telephony platform analytics
- Uses the QA Score Card to score calls, calibrate scoring consistently across the team, and translate findings into targeted coaching
- Recognizes and rewards top performers, and addresses sustained underperformance through clear, progressive performance plans
- Forecasts and reports on the funnel (leads 1 contacts 1 booked 1 kept appointments), surfacing trends and/or gaps to leadership
- Coach & Develop the Team (~30% of time)
- Delivers frequent, specific coaching through 1:1s, call reviews, and side-by-sides aimed at improving each representative's conversion rate, call adherence, and call handling
- Onboards and trains PDRs on the patient call model (greet, verify identity, understand the need, match a provider, confirm coverage, book the appointment) and on conversion best practices
- Coordinates coaching conversations and, when needed, performance-management discussions tied to KPI targets
- Cultivates a positive, motivating environment that balances warm, compassionate patient care with a drive for results
- Operations & Staffing (~15% of time)
- Monitors call volumes, assesses staffing needs, and recommends coverage to protect answer rates and speed-to-answer
- Communicates daily responsibilities and assignments, and manages team meetings and huddles
- Troubleshoots procedural and department challenges to keep the team efficient and effective
- Cross-Functional Collaboration & Escalations (~10% of time)
- Maintains and supports business relationships with providers, ancillary staff, and department leadership
- Works with patients and providers to resolve complex account issues and communicate clear next steps, supporting the team on escalations
- Systems, Tools & Continuous Improvement (~10% of time)
- Maintains the internal knowledge base and pursues efficiencies that set agents up for conversion success
- Pursues and implements technology and process innovation to improve agent throughput and conversion
MINIMUM EDUCATION AND EXPERIENCE REQUIRED Level of EducationBachelor's Degree
No certification, registration or license required
Years of ExperienceMandatory: 2-5 years leading an inside sales, call center, or contact center team with direct accountability for conversion, quota, or comparable performance metrics, including a demonstrated record of improving team results
Preferred: Healthcare experience
Expected Time in Role2 -5 years
MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES (KSA) - Knowledge of inside sales and call center performance management, including conversion funnels and how leading indicators drive booked-appointment outcomes
- Knowledge of contact center metrics-conversion rate, answer and abandonment rates, speed-to-answer, average handle time, and schedule adherence-and how to act on them
- Skill in coaching agents to measurable performance improvement using call scoring and QA calibration
- Skill in analyzing performance dashboards and reporting to identify trends and set daily priorities
- Ability to set goals, manage to targets, and hold a team accountable while maintaining a compassionate, patient-first culture
- Ability to lead, motivate, and develop a team in a fast-paced, metrics-driven environment
If you are committed to putting our patients first and helping shape the future of care, you belong at Duly.
The compensation for this role includes a base pay range of $79,255.90-$118,884.06, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.
Artificial Intelligence DisclosureArtificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.
