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:

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