Join a pioneering health technology company dedicated to transforming how people manage their well-being through AI-driven solutions. With a mission to make healthcare more accessible, proactive, and personalized, they leverage cutting-edge technology to empower individuals with real-time health insights and support. Their innovative platform is designed to enhance user engagement and improve health outcomes at scale.
They are seeking a Director of Customer Acquisition to build and scale the phone-based patient enrollment engine. This role is pivotal in driving patient growth through a high-performing inside sales-style call center, leveraging data, technology, and AI solutions to maximize patient engagement and conversions.
As theDirector of Customer Acquisition, you will be responsible for leading a team of in-house and outsourced callers, developing patient-centric outreach strategies, and ensuring the call center operations run efficiently, adhering to healthcare compliance standards.
If you’re a data-driven leader who thrives in high-growth environments, has a passion for patient acquisition, and excels in team building and process optimization, we’d love to meet you.
What You'll Do
- Call Center & Patient Acquisition Strategy:
- Develop and execute high-converting call center strategies to maximize patient enrollment.
- Establish and track key performance indicators (KPIs) such as conversion rates, contact rates, and talk time to optimize performance.
- Work cross-functionally with Marketing, Product, and Clinic Operations to ensure seamless integration of patient outreach efforts.
- Team Leadership & Performance Management:
- Recruit, train, and manage a high-performance team of inside sales callers based in Los Angeles.
- Oversee outsourced call teams and remote in-house callers, ensuring consistency in quality and patient experience.
- Foster a results-driven, high-energy culture by implementing coaching, feedback loops, and ongoing performance optimizations.
- Process Optimization & AI Integration:
- Design and implement scalable Standard Operating Procedures (SOPs) for call scripts, workflows, compliance, and performance tracking.
- Conduct A/B testing and iterative improvements on call scripts, call flows, and objection handling to improve conversion rates.
- Incorporate AI-driven call solutions for handling lower-priority leads and optimizing resources.
- Data Analytics & Reporting:
- Track real-time performance metrics and leverage dashboards to drive continuous improvement.
- Generate data-driven insights and present performance updates to executive leadership.
- Optimize resource allocation between in-house, outsourced, and AI-driven outreach solutions based on data trends.
- Compliance & Patient Experience:
- Ensure full HIPAA compliance and adherence to healthcare communication regulations.
- Maintain a patient-first approach, ensuring all interactions are empathetic, informative, and aligned with patient needs.
What You Need
- 7+ years of experience leading call center operations, inside sales, or contact center teams, with a proven track record of driving patient or member acquisition.
- Experience building and scaling high-performance remote and in-house sales/calling teams.
- Deep knowledge of call center KPIs, data analytics, and performance optimization techniques.
- Strong background in CRM, dialer systems, AI-driven call solutions, and lead-tracking technologies.
- Ability to interpret data and use insights to refine scripts, strategy, and team performance.
- Experience managing outsourced vendors and ensuring adherence to service level agreements and quality standards.
- A highly analytical, process-driven leader with exceptional team-building and coaching skills.
- Outstanding communication and presentation skills, comfortable interfacing with frontline teams and executive stakeholders alike.
- No specific degree is required; we prioritize proven success, adaptability, and operational excellence.
Salary & Benefits
- Location: Boston, MA.
- Salary:$150k-$170k
- This is a full-time, long-term position.
- The position is immediately available.
- Hybrid.
- Monday through Friday.
- Outstanding benefits
The next step will take you to an application form that requires you to answer some questions and upload your resume. Please answer completely so that we can get to know you better.
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