Job Title: Director of Sales & Member Experience Prepared by: Joe Rizzuto

Department: Marketing & Operations Approved by: Executive Leadership

Reports to: Chief Operating Officer, Priority Physicians Management LLC

Overview

Priority Physicians is Indiana’s largest concierge medical provider. Our practice hosts 2 local office locations with a 3^rd on the way, and has 12 physicians serving nearly 2,300 members from Indiana and around the country. We’re looking for an outgoing, savvy, and dedicated team member who shares our passion for delivering excellence in the care and service of others. Learn more at www.priorityphysicianspc.com, or contact us now at 317-688-9000!

Position Synopsis

Priority Physicians is looking for a motivated and dynamic leader who will strategically develop, manage, and implement our practice efforts related to membership recruitment, growth, retention, and overall patient engagement. This role requires cross-functional collaboration with internal physicians and staff, practice operations and marketing, and other vendor partners to create and deploy the strategies, tactics, and tools needed to achieve our goals. 

Additional responsibilities will include: Lead generation and management, new member introductions and orientation, referral recognition and new patient welcome, development and implementation of KPI’s related to patient service and satisfaction, implementation of patient surveys and focus groups, integration of patient feedback and insights, development of strategies to bolster practice value and ongoing patient engagement, and ensuring congruence of marketing messages to meet both practice and patient needs. The Director of Member Experience & Sales will routinely travel between practice locations in Carmel and Fishers (as well as our upcoming Indianapolis location), and will reside in either our Indianapolis or Carmel office.

Key Competencies

• High EQ & Interpersonal Savvy
• Managing Feedback & Influencing Others
• Intrinsic Service Orientation
• Natural Motivation & Sense of Urgency
• Critical Thinking & Decision Making
• Demonstrated Initiative & Adaptability
• Impeccable Communication Skills
• Attention to Detail & High Level of Accuracy

Job Duties & Responsibilities:

Sales / Marketing:

· Functions as Priority Physicians’ outward face of the practice. Builds meaningful patient relationships and networking contacts to encourage referrals, return value, and enhance the reputation of our brand.

· Serves as an expert on the Priority Physicians brand and encompassed services, quickly assessing an audience and discerning salient service elements for emphasis and review. Ensures that key practice attributes are well communicated to build understanding and commitment.

· Creates and maintains practice information and sales collateral, ensuring that practice value proposition is well-documented and effectively presented across all applicable mediums at all times.

· Engages networking, community, and media contacts to thoughtfully create appropriate sponsorship and placement opportunities to grow Priority Physicians visibility and brand awareness.

· Ensures congruence within our marketing voice and outward messaging, keeping website, social media, newsletter, blog, and patient information channels in sync with consistent and well-timed flow of information.

· Owns Priority Physicians’ social media presence in current LinkedIn and Facebook channels, and subject to our expansion into other channels as strategically appropriate. Responsible for working with team and marketing resources to regularly create, post, monitor, and respond to content in a manner that grows our community following and enhances our brand reputation.

· Publishes regular practice newsletters on a not less than quarterly basis, aggregating content and refining messaging to introduce new team members, socialize service introductions, share member updates, and highlight relevant developments in the health care space.

· Manages online interface for lead generation and new membership inquiries, ensuring that all inquiries receive a prompt, empathetic, personalized, and comprehensive reply that encourages a live introduction.

· Leverages Pipedrive and other tools to optimize lead management and ensure that all inquiries receive timely follow-up and are advanced in a personalized manner.

· Integrates and refines lead management with IntakeQ, HINT Health, and other internal platforms to ensure that new patients complete all requisite forms for sign-up, membership activation, scheduling of first appointments, and issuance of billing. 

· Accountable for strategies, engagement, and daily performance efforts that serve to maintain and accelerate historical levels of patient retention and new member growth. Collaborates with Executive Leadership Team in the definition of annual goals and measurement of these and other related key performance indicators (KPI’s).

Member/(Patient) Experience:

· Documents, reviews, and creates enhancements for the member-experience journey. Acts as an internal advocate for patients while proactively seeking ways to add value, manage expectations, improve experience, and eliminate incongruence throughout the member lifecycle.

· Manages and implements focus groups, patient sampling and surveys, internal reporting measures, and KPI’s with our team to document sales opportunities, lead management, patient satisfaction and referrals, and new member conversion.

· Creates best outcomes for both patients and team members by ensuring that service expectations are constantly reinforced and focused on long-term benefits and satisfaction.

· Owns relationships, enhanced integrations, and feedback mechanisms among existing and new corporate membership partners to ensure mutual long-term success and growth.

· Oversees patient wait-lists and internal mechanisms for feedback and change that may involve physician or office reassignment for patients. Manages associated changes in a personalized manner to maintain full physician panels and without compromising long-term patient satisfaction or practice retention measures.

· Stewards and implements practice strategies for patient acknowledgements, recognition of referrals, celebration of life events, orientation of new members, and transition of departing members from the practice. 

· Coordinates periodic Open House and other strategic networking and membership events to elevate and optimize practice visibility among corporate partners, medical peers, and community of patient prospects.

· Manages timely and personalized practice response to all patient service inquiries and feedback, ensuring patient understanding and aligned expectations, issue resolution, and best long-term outcomes for both our team and our patients.

· Influences physicians and team members to create optimal responses for patient feedback and internal accountability, and ensures that solutions are broadly socialized and implemented as best practices where applicable.

· Provides internal training and reporting for physicians and team members on best practices for patient messaging, timeliness and mode of communication, and management of continuous engagement with patients.

Education, Experience, & Skill Set:

· Four-year collegiate degree (bachelors or above) in marketing, business, hospitality services, healthcare administration, or a related field. 

· Minimum 3 years experience working in a sales and/or high-end customer experience focused role, with demonstrated ability to consistently deliver upon established goals. 

· Minimum 3 years experience working in a direct or cross-functional team leadership capacity, with a proven record of managing accountability, exceeding performance standards, and motivating others toward the achievement of exemplary results.

· Preference for previous experience in an upscale professional office or premium services setting, including general hospitality, medical, concierge, and professional liaison environments. 

· Proficiency required with standard business applications and computing software, including Microsoft Office Suite and CRM experience. Comfort with Pipedrive and other CRM/sales-support platforms is preferred but not required.

· Must have exceptional written and verbal communication skills, with comfort in thinking quickly and using thoughtful discretion to maintain appropriate confidentiality.

· Must have a proven history of building strong relationships and leveraging strategic communications to create optimal outcomes for teammates and client base. 

· Must have superior interpersonal skills and demonstrate ability to quickly assess an audience to match messaging with perceived needs. 

Compensation:

Starting annual salary of $100,000 - $120,000, commensurate with qualifications and work experience. Eligible for additional cash bonus and profit-sharing/incentive programs within existing company construct, up to 10% of base pay, based upon both personal merit and company financial performance. Benefits also include 6 weeks of Paid Time Off per year (including the 7 paid holidays and 2 paid half-holidays), 401(k) enrollment with match after 12 months of service, and immediate eligibility for company medical, dental, vision, life, and short-term disability benefits.