Call Center Director
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Job Description
Director of Patient Retention, Conversion & Contact Center Operations at Lemonaid Health. Leading patient engagement function to optimize retention and conversion processes.
Responsibilities:
- Build the Patient Revenue Recovery & Retention Engine
- Design and operationalize outbound calling, SMS, and follow-up workflows to increase new patient conversions, abandoned intake and checkout recovery, prescription refill completion, renewal and revisit completion, win-back of lapsed patients, and save rates for patients at risk of churn or cancellation
- Segment patients by opportunity and urgency, creating targeted contact strategies for each cohort
- Develop playbooks for high-value patient journeys, including ED, Mental Health, Weight Loss, and other priority service lines
- Partner across marketing, product, pharmacy, and clinical operations to identify where patients fall out of the funnel and build intervention workflows
- Create structured outreach programs for patients eligible for a refill but not yet acting, patients nearing renewal or re-consultation windows, patients who begin but do not complete visits, patients whose payment, prescription, pharmacy, or fulfillment issue threatens conversion or retention, and patients who may benefit from switching cadence, restarting therapy, or re-engaging with care
- Measure each flow rigorously and continuously optimize scripts, timing, channel mix, and handoffs
- Recruit, train, coach, and manage a team of patient retention, conversion, and advocacy specialists
- Establish a culture of ownership, urgency, empathy, and results
- Create QA standards, call review processes, performance scorecards, coaching cadences, and escalation protocols
- Ensure the team can act as true patient advocates — identifying root causes, resolving issues, and moving patients toward a successful outcome
- Surface recurring patient pain points and work cross-functionally to solve systemic issues rather than simply handling symptoms
Requirements:
- 7+ years of experience in contact center, patient engagement, retention, inside sales, revenue recovery, or customer success operations
- 3+ years leading teams in a healthcare, telehealth, pharmacy, provider services, or healthcare-adjacent regulated environment
- Demonstrated success improving retention, renewal, refill, save, reactivation, or conversion metrics
- Experience building outbound patient/contact-center workflows from the ground up
- Strong understanding of funnel management, segmentation, queue design, call scripts, objection handling, and performance management
- Comfort operating cross-functionally with marketing, product, pharmacy, clinical, data, and operations teams
- Ability to balance patient empathy with commercial accountability
- Highly analytical; able to identify bottlenecks, prioritize initiatives, and manage to measurable outcomes
- Familiarity with CRM, dialer, telephony, ticketing, and patient engagement platforms preferred
Benefits:
- Health insurance
- Professional development opportunities
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