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