Patient Experience Manager

The Concierge Manager is a Studio Manager — just without the treatment rooms, and with a team that spans Newport and the Philippines. You own your metrics, your culture, and your results with the same full accountability that every NakedMD studio leader carries — and you extend that standard to every agent representing NakedMD, wherever they sit. If you lead like an owner, operate with precision, and hold every team member to a standard that makes the studios proud — this is your role.

Key responsibilities include:

Call Center Operations & Performance

•       Manage the daily operations of NakedMD’s call center with the same rigor and ownership a Studio Manager brings to a physical location — staffing, scheduling, queue management, workflow optimization, and accountability to performance targets across both the on-site and offshore teams.

•       Monitor and own KPIs including inbound and outbound call volume, average handle time, first-call resolution rate, appointment conversion rate, abandoned call rate, and patient satisfaction scores across both teams.

•       Develop and continuously refine call handling scripts, escalation protocols, and team workflows to ensure consistency and a patient experience that reflects the NakedMD brand at every touchpoint — regardless of where the agent is located.

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