Head of Patient Success

Insight Global is seeking a Head of Patient Success for our client, an online, medically guided weight loss program startup, based in San Diego, CA. As this client is scaling quickly, their patient experience needs to evolve just as fast. Parts of their support and care model are still reactive and we are looking for a Head of Patient Success to help shift them to a more proactive care model, building systems that anticipate patient needs before they escalate, and ensure patients feel supported, confident, and guided throughout their journey. This person will rebuild how care is delivered after enrollment — turning a high-volume, reactive support system into a proactive, structured care model that patients can rely on. He/She will own the entire post-enrollment patient experience across phone, email and messaging channels. This includes:
● Leading Patient Success teams across the U.S. and Mexico
● Operating within a high-volume call center environment (~10,000+ calls/week)
● Building proactive outreach models (not just ticket-based support)
● Improving response times, queue management, and patient clarity
● Creating clear escalation paths between support and clinical teams
● Partnering with Revenue, Product, and Clinical to fix systemic issues upstream

This is a hands-on operator role — you will be expected to go deep into workflows, queues, and performance data. You will be:
● Redesigning team structure and workflows
● Setting and enforce performance standards across teams
● Influencing or changing external partners if needed
● Working directly with executive leadership to prioritize fixes

This role requires monthly travel to Guadalajara, Mexico to work directly with call center and support teams

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

5+ years of experience leading Customer Experience, Patient Success, or Care Operations teams
Experience building or transforming support workflows
Managed and built high-performing frontline teams
Bilingual in Spanish
Comfortable with monthly travel to Guadalajara, Mexico

Worked in healthcare, telehealth, or another trust-sensitive space (highly desired)
Experience in a start-up organization

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.