Outbound Sales Director

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,