[Hiring] Director of Patient Success @Vos Collection

Role Description

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

• 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

• 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:
    • New patient lead conversions.
    • 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:
    • Conduct one-to-one performance reviews on a regular basis.
    • Conduct weekly team performance reviews with Patient Success Team.
• Operational Excellence
  • Own SOPs, 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.

Qualifications

• Experience leading/running a retail/medspa call center focused on sales.
• Minimum 10 years of experience in a retail/sales environment.
• Bachelor's Degree.