Call Center Director

Lemonaid Health

Director of Patient Retention, Conversion & Contact Center Operations at Lemonaid Health. Leading patient engagement function to optimize retention and conversion processes.

Posted 5/16/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

Switching

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Health insurance
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

patient engagementretentionrevenue recoveryconversion metricsoutbound workflowsfunnel managementsegmentationqueue designcall scriptsobjection handling

Soft Skills

empathyownershipurgencyresults-orientedanalyticalcoachingteam managementcross-functional collaborationproblem-solvingcommunication