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.
• 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.
• 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.
• 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.

• 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.
• 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.
• 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.

Requirements

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