Customer Success Manager – Chiropractic

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the main point of contact for patient inquiries, concerns, and follow-up requirements.

• Foster strong relationships with patients to enhance trust, compliance, and long-term care.

• Perform post-appointment check-ins, progress calls, and satisfaction follow-ups.

• Handle service recovery for dissatisfied patients and escalate clinical issues as needed.

• Assist patients in navigating their recommended care plans, ensuring clarity on goals, timelines, and expectations.

• Monitor patient compliance and proactively reach out to those who miss appointments or fall behind.

• Collaborate with chiropractors to modify care plans based on progress or feedback received.

• Track outcomes and pinpoint opportunities to enhance patient engagement.

• Ensure consistent communication across reception, practitioners, and digital platforms.

• Maintain high-quality communication templates for SMS, email, and phone interactions.

• Aid front-desk staff with complex patient inquiries or escalations.

• Assist in scheduling optimization to reduce gaps and enhance practitioner utilization.

• Implement strategies for patient retention, including progress reviews and milestone acknowledgment.

• Manage reactivation initiatives for inactive or overdue patients.

• Identify opportunities for additional services (e.g., decompression, rehab, wellness plans) based on patient needs.

• Track essential metrics such as retention rate, reactivation rate, and care plan completion.

• Monitor patient feedback and detect trends impacting satisfaction or retention.

• Collaborate with the clinic manager to refine processes, reduce friction, and enhance efficiency.

• Assist in onboarding new patients to provide a seamless first-visit experience.

• Maintain accurate records in the practice management system.

⛳️ Requirements

• Warm, confident communicator with strong interpersonal abilities.

• Highly organized with exceptional follow-through skills.

• Capable of managing sensitive conversations with empathy and professionalism.

• Strong problem-solving and service recovery capabilities.

• Comfortable using digital tools (practice software, CRM, email, SMS platforms).

• Understanding of chiropractic care principles (training will be provided).

• High patient satisfaction scores.

• Increased care plan completion rates.

• Reduced cancellations and no-shows.

• Strong patient retention and reactivation metrics.

• Smooth communication flow between patients and practitioners.

• Positive feedback from clinicians and administrative staff.

🏝️ Benefits

• Work from home.

• Mon - Fri: 7:00 AM – 4:00 PM PHT (*adjustments will be made for daylight saving time*).

• HMO with 2 free dependents and medical reimbursements.

• Government-mandated benefits.

• Opportunities to collaborate with leading companies in Australia and beyond.

• Training programs for career development.

• Engaging company outings, team activities, and wellness sessions.

• Supportive, inclusive culture.

• Dedicated managers focused on your growth and success.