Manager, Patient Development

At
** Duly Health and Care
** you are supported to do your best work and make a meaningful impact every day. You will be part of a collaborative, physician-led team that works as one and puts patients at the center of everything we do.
With a connected network of providers, care teams, and services across primary and specialty care, surgery centers, imaging, lab, and therapy, you are part of a system designed to deliver high-quality, coordinated care. Together, we create an environment where you can grow, contribute, and help improve the experience and outcomes for every patient we serve.

** Benefits:*
* • Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance.  
• Access to a mental health benefit at no cost.  
• Employer provided life and disability insurance.  • $5,250 Tuition Reimbursement per year.  
• Immediate 401(k) match.  
• 40 hours paid volunteer time off.  
• A culture committed to community engagement and social impact.  
• Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.  
** Manager, Patient Development
** The Patient Development Manager leads the inside sales team responsible for converting patient interest into booked appointments. This experienced leader owns the team’s call-to-booking conversion performance which includes setting clear targets, coaching Patient Development Representatives (PDRs), and holding the team accountable for results, while ensuring every patient interaction is warm, compassionate, and HIPAA-compliant. The Manager oversees day-to-day call center operations, onboards and develops the team, establishes protocols and workflows, handles escalated patient issues, and is measured on the team’s achievement of conversion and appointment-booking KPIs.

** MAJOR RESPONSIBILITIES**
* ** Drive Conversion & Sales Performance (~35% of time)**  + Owns the team’s call-to-booking conversion rate and appointment-booking targets and sets individual and team goals and is accountable for achieving them  + Reviews call and performance data daily and weekly to track conversion, diagnose gaps, and act on them via telephony platform analytics  + Uses the QA Score Card to score calls, calibrate scoring consistently across the team, and translate findings into targeted coaching  + Recognizes and rewards top performers, and addresses sustained underperformance through clear, progressive performance plans  + Forecasts and reports on the funnel (leads → contacts → booked → kept appointments), surfacing trends and/or gaps to leadership
* ** Coach & Develop the Team (~30% of time)**  + Delivers frequent, specific coaching through 1:1s, call reviews, and side-by-sides aimed at improving each representative’s conversion rate, call adherence, and call handling  + Onboards and trains PDRs on the patient call model (greet, verify identity, understand the need, match a provider, confirm coverage, book the appointment) and on conversion best practices  + Coordinates coaching conversations and, when needed, performance-management discussions tied to KPI targets  + Cultivates a positive, motivating environment that balances warm, compassionate patient care with a drive for results
* ** Operations & Staffing (~15% of time)**  + Monitors call volumes, assesses staffing needs, and recommends coverage to protect answer rates and speed-to-answer  + Communicates daily responsibilities and assignments, and manages team meetings and huddles  + Troubleshoots procedural and department challenges to keep the team efficient and effective
* ** Cross-Functional Collaboration & Escalations (~10% of time)**  + Maintains and supports business relationships…