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 lives

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.

• 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