Retention Manager, Patient Concierge

Position SummaryThe Retention Manager builds and leads PeterMD's Patient Concierge team, the group thatkeeps patients engaged, successful, and on therapy. This role owns the production or peopleteam handling patient experience after the sale: activation, renewal, saves, and win-back.The team guides every patient from purchase through intake, verification, labs, and their firstprovider consultation, then keeps them engaged and on therapy. The Retention Managerdirectly leads the Patient Onboarding and Concierge Specialists who carry out this work. As aplayer-coach, you will also handle live patient conversations, saves, and escalations alongsidethe team.You will turn cancellation requests into conversations, make every patient feel known, and givedirect-to-web buyers the human touch they never had at purchase. You will help build the team,the playbooks, and the metrics from the ground up, and own retention results for the business.Key ResponsibilitiesTeam leadershipRecruit, hire, onboard, and coach a team of Patient ConciergesServe as a player-coach: carry a share of save calls, escalations, and onboarding queues while modeling best practices in real timeSet daily schedules, call coverage, and capacity plans to meet service levelsRun 1:1s, call calibrations, and performance reviews; build a culture of ownership and careHelp develop concierge training, certification, and QA scorecardsManage team queues across GHL, Help Scout, phone, email, and fax to meet responsestandardsSaves and cancellation managementOwn the Live Cancellation Save Program: a live save conversation on every cancel requestBuild saves scripts and offer guidelines (plan changes, pauses, attachments, service recovery)Tag and analyze every outcome to find root causes of churn: cost, service, results, or logisticsPatient onboarding and activationOwn the onboarding workflow from purchase through intake, ID verification, labs, and first provider consultationEnsure new patients complete portal setup, telemed visit, and first medication order on timeOversee invoicing and payment coordination (credit card, FSA, HSA) for sales-referred patientsOversee lab order processing, fax and records intake, and accurate upload to patient chartsManage consult scheduling, the patient waitlist, and asynchronous visit tracking; escalate overdue consults with Provider OperationsPartner with Sales, Billing, Patient Support, and Provider Operations on clean handoffs and a single owner for each stageConcierge outreach for direct web buyersContact every patient who purchases online without a Health Coach consultationWelcome them, set expectations, answer questions, and introduce relevant programs and labsRenewals and win-backOversee the TRT Renewal live call Journey, drive on-time renewals and prepaid plan upgradesLead Win Back campaigns for former and inactive patients, including human vs. AI outreach testsReporting, systems, and processBuild and publish daily, weekly, and monthly retention dashboardsKeep GoHighLevel (GHL) pipelines, Help Scout tickets, stages, tags, and notes accurate and currentPartner on evaluating AI and automation tools for outreach, scheduling, and patient communicationTurn patient feedback into recommendations for Product, Clinical, Pharmacy, and Support teamsComplianceEnsure all patient interactions follow HIPAA, TCPA/SMS opt-out rules, and PeterMD clinical guidelinesRoute any clinical or medical question to the care team; Concierges never give medical adviceHow Success Is MeasuredKPIActivation RateResponse timeRetention RequestsSave rateRetained Revenue/ Revenue per Save RequestMonthly patient churnRenewal rateActivation rate and timeWin-back rateConcierge contact ratePatient lifetime valueQuality and CSATQualificationsRequired5+ years in customer retention, member services, or customer success, including 3+ years leading a phone-based teamExperience managing patient onboarding, intake, scheduling, or healthcare administration teamsComfort working as a player-coach, handling live patient calls and queues while leading the teamProven track record improving save rates, renewals, or churn in a subscription or membership businessExperience building scripts, playbooks, QA scorecards, and training from scratchStrong command of retention metrics and data; comfortable building reports and acting on themHands-on CRM experience (GoHighLevel, HubSpot, Salesforce, or similar) - GoHighLevel is preferred.Excellent phone presence, de-escalation, and written communication skillsWorking knowledge of HIPAA and patient privacy requirementsPreferredExperience in telehealth, men's health, hormone therapy, medical weight loss, or direct-to-consumer healthcareBackground in cash-pay or elective healthcare (aesthetics, wellness, dental, or similar)Experience with Help Scout, laboratory coordination, or provider scheduling workflowsExperience with AI-assisted outreach, SMS automation, or conversational AI toolsExperience launching a new team or function in a high-growth companyBachelor's degree in business, healthcare administration, or a related field experienceWhat Makes You a Great FitPatient-first: you treat every patient like a long-term relationship, not a transactionBuilder: you create structure, process, and clarity where none exists yetCoach: you grow people through modeling, call listening, and real-time feedbackData-driven: you know your numbers daily and act on what they tell youCalm and persuasive: you turn a frustrated patient into a loyal oneWhy PeterMDJoin a mission-driven, U.S.-owned company helping men reclaim their energy, health, andconfidence. You will build a new team with real ownership and visible impact on patientoutcomes and company growth.PeterMD is an equal opportunity employer.