Customer Success Manager – Chiropractic

Role Overview

• Serve as the primary point of contact for patient enquiries, concerns, and follow‑up needs.
• Build strong relationships with patients to support trust, compliance, and long‑term care.
• Conduct post‑appointment check‑ins, progress calls, and satisfaction follow‑ups.
• Manage service recovery for dissatisfied patients and escalate clinical concerns appropriately.
• Guide patients through their recommended care plans, ensuring understanding of goals, timelines, and expectations.
• Monitor patient adherence and proactively reach out to those who miss appointments or fall behind.
• Coordinate with chiropractors to adjust care plans based on progress or feedback.
• Track outcomes and identify opportunities to improve patient engagement.
• Ensure consistent messaging across reception, practitioners, and digital channels.
• Maintain high‑quality communication templates for SMS, email, and phone scripts.
• Support front‑desk staff with complex patient queries or escalations.
• Assist with scheduling optimisation to reduce gaps and improve practitioner utilisation.
• Implement patient retention strategies, including progress reviews and milestone recognition.
• Manage reactivation campaigns for inactive or overdue patients.
• Identify opportunities for additional services (e.g., decompression, rehab, wellness plans) based on patient needs.
• Track key metrics such as retention rate, reactivation rate, and care‑plan completion.
• Monitor patient feedback and identify trends affecting satisfaction or retention.
• Collaborate with the clinic manager to refine processes, reduce friction, and improve efficiency.
• Support onboarding of new patients to ensure a smooth first‑visit experience.
• Maintain accurate records in the practice management system.

Requirements

• Warm, confident communicator with strong interpersonal skills.
• Highly organised with excellent follow‑through.
• Ability to manage sensitive conversations with empathy and professionalism.
• Strong problem‑solving and service‑recovery skills.
• Comfortable with digital tools (practice software, CRM, email, SMS platforms).
• Understanding of chiropractic care principles (training 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 admin 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 dependent and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success