Call Center Director

Position Summary
Lemonaid Health is seeking a commercially minded, patient-obsessed Director of Patient Retention, Conversion & Contact Center Operations to build and lead a high-performing outbound and inbound patient engagement function.

This leader will design and manage the call center workflows that help Lemonaid convert more prospective patients, drive more refills, increase renewal rates, recover otherwise lost revenue, and resolve patient friction with urgency and empathy. The role sits at the intersection of growth, operations, patient experience, pharmacy, and clinical workflows.

The ideal candidate has meaningful experience in a healthcare, telehealth, pharmacy, care delivery, or other regulated patient-services environment, and has successfully led teams focused on retention, save efforts, patient reactivation, conversion, and contact center performance.

Key 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
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.

Own Refill, Renewal & Conversion Flows
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
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.

Lead a High-Performance Patient Contact Center
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.

Improve Patient Experience While Driving Business Outcomes
Ensure commercial outreach is consultative, compliant, and rooted in helping patients access appropriate care.
Build a team that can confidently explain next steps, navigate objections, coordinate resolution, and follow issues through to completion.
Surface recurring patient pain points and work cross-functionally to solve systemic issues rather than simply handling symptoms.

Establish Reporting, KPIs & Continuous Improvement
Own daily, weekly, and monthly dashboards for:
Refill completion rate
Renewal completion rate
Contact rate
Conversion rate by flow
Revenue recovered
Revenue retained
Save rate
Reactivation rate
Speed-to-contact
Call productivity
QA and patient satisfaction measures

Create testing plans to improve performance by service line, patient type, outreach timing, and script.
Translate insights into operational changes, product requests, marketing interventions, and patient journey improvements.

Qualifications
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

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