Call Center Director

Lemonaid Health is a mission driven technology startup committed to providing quality and affordable healthcare to patients nationwide. We build long term relationships with patients by offering a broad range of primary care services to help them lead happier, healthier livesPosition SummaryLemonaid 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 ResponsibilitiesBuild the Patient Revenue Recovery & Retention EngineDesign and operationalize outbound calling, SMS, and follow-up workflows to increase:New patient conversionsAbandoned intake and checkout recoveryPrescription refill completionRenewal and revisit completionWin-back of lapsed patientsSave rates for patients at risk of churn or cancellationSegment 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 FlowsPartner 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 actingPatients nearing renewal or re-consultation windowsPatients who begin but do not complete visitsPatients whose payment, prescription, pharmacy, or fulfillment issue threatens conversion or retentionPatients who may benefit from switching cadence, restarting therapy, or re-engaging with careMeasure each flow rigorously and continuously optimize scripts, timing, channel mix, and handoffs.Lead a High-Performance Patient Contact CenterRecruit, 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 OutcomesEnsure 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 ImprovementOwn daily, weekly, and monthly dashboards for:Refill completion rateRenewal completion rateContact rateConversion rate by flowRevenue recoveredRevenue retainedSave rateReactivation rateSpeed-to-contactCall productivityQA and patient satisfaction measuresCreate 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.Qualifications7+ years of experience in contact center, patient engagement, retention, inside sales, revenue recovery, or customer success operations3+ years leading teams in a healthcare, telehealth, pharmacy, provider services, or healthcare-adjacent regulated environmentDemonstrated success improving retention, renewal, refill, save, reactivation, or conversion metricsExperience building outbound patient/contact-center workflows from the ground upStrong understanding of funnel management, segmentation, queue design, call scripts, objection handling, and performance managementComfort operating cross-functionally with marketing, product, pharmacy, clinical, data, and operations teamsAbility to balance patient empathy with commercial accountabilityHighly analytical; able to identify bottlenecks, prioritize initiatives, and manage to measurable outcomesFamiliarity with CRM, dialer, telephony, ticketing, and patient engagement platforms preferredOriginally posted on Himalayas