Business Development Manager

Options Medical Weight Loss is the premier medical weight loss clinic, with locations in 8 states and a rapidly growing telehealth program. At Options, our mission goes beyond helping patients lose weight — we strive to be trusted wellness partners, offering the tools and resources to help individuals achieve healthier, more fulfilling lives. Our mission is clear: to end obesity, one patient at a time.

Role Summary
We are seeking a results-driven Business Development Manager to lead patient acquisition and call center operations across both our brick‑and‑mortar clinic network and telehealth program. In this role, you will oversee the full lead‑to‑consultation funnel — from inbound inquiry handling and structured outbound calling campaigns to in‑clinic booking and telehealth onboarding — ensuring every prospective patient receives a seamless, high‑converting experience regardless of their care channel. You will own the systems, team performance, and operational processes that drive patient acquisition across both in‑person and virtual care. Reporting to the Director of Local Clinic Marketing, you will be accountable for outbound contact rates, booking rates, show rates, conversion metrics, and the daily operations of a high‑volume patient contact team.

What You'll Do
Call Center Operations — Inbound & Outbound

Oversee day‑to‑day call center operations across both inbound inquiry handling and structured outbound calling programs for clinic and telehealth channels.

Lead outbound call campaigns targeting new leads, unconverted inquiries, no‑shows, and lapsed patients — with defined daily call volume targets and contact rate benchmarks per rep.

Build and manage outbound call cadences that coordinate phone, SMS, and email touchpoints to maximize reach and re‑engagement across the patient lifecycle.

Ensure inbound queues and outbound dial lists are staffed appropriately, with coverage models that prevent lead aging and minimize response time.

Develop and enforce call scripts and objection‑handling frameworks for both inbound consultations and outbound re‑engagement — tailored separately for clinic and telehealth pathways.

Monitor call quality through live call listening, recorded call reviews, and scoring against defined conversation standards.

Ensure system uptime and rep compliance across telephony and omni‑channel platforms (RingCentral, CRM, SMS tools).

Serve as the operational bridge between the call center team, clinic regional leadership, and the telehealth clinical team to ensure smooth patient handoffs and a consistent care experience.

Lead Acquisition & Conversion

Drive lead conversion across all acquisition channels including digital/paid media, physician referrals, employer group partnerships, and telehealth‑specific campaigns.

Execute outbound follow‑up for all new leads within defined SLA windows, ensuring no lead goes uncontacted due to staffing gaps or process breakdowns.

Re‑engage prospective patients who did not book, cancelled, or did not show for consultations — for both clinic and telehealth pathways — through structured outbound call sequences and personalized offers.

Partner with marketing and regional leadership to evaluate lead quality, campaign ROI, and channel‑level conversion performance across clinic and telehealth programs.

Optimize lead routing logic to direct prospects to the most appropriate care channel — clinic or telehealth — based on geography, eligibility, and intent signals.

Consistently meet or exceed monthly targets for outbound contact rate, lead booking rate, show rate, and telehealth enrollment.

Set the standard for patient‑facing communication across all touchpoints — inbound calls, outbound follow‑up, digital messaging, in‑clinic interactions, and telehealth onboarding.

Maintain thorough team knowledge of Options’ full program portfolio including GLP‑1, weight loss, hormone, and telehealth offerings, enabling confident handling of questions and objections across care channels.

Monitor patient satisfaction signals across both clinic and telehealth touchpoints; implement corrective actions when service quality gaps are identified.

Establish and maintain escalation protocols for complex patient situations, including clinical questions requiring clinic provider or telehealth provider involvement.

Team Leadership & Performance Management

Lead, coach, and develop a team of call center representatives and patient coordinators supporting both clinic and telehealth operations, holding the team accountable to shared inbound and outbound KPIs.

Set daily, weekly, and monthly outbound activity targets per rep (call attempts, live connects, bookings) and track performance in real time.

Conduct regular performance reviews, call monitoring, and one‑on‑one coaching sessions focused on outbound effectiveness, conversion rates, and service quality.

Manage team schedules, shift coverage, and staffing models to support clinic business hours and expanded telehealth availability windows.

Oversee attendance, timecard accuracy, and system login compliance (RingCentral, CRM, omni‑channel platforms).

Reporting, CRM & Data Integrity

Track, analyze, and report on KPIs including outbound call volume, contact rate, lead response time, booking rate, show rate, telehealth enrollment rate, and cost per acquisition — segmented by clinic and telehealth channel where applicable.

Ensure accurate, real‑time CRM documentation (Salesforce) across all team members — lead status, call outcomes, outbound attempt logs, scheduling, and pipeline for both channels.

Provide weekly performance reporting and actionable insights to regional clinic leadership and telehealth program stakeholders.

Identify conversion funnel gaps — including outbound reach and speed‑to‑lead — across the clinic and telehealth patient journeys and implement data‑driven strategies to close them.

What You'll Bring

5+ years of experience in call center management, inside sales, or patient coordination — with direct responsibility for outbound calling programs; healthcare, wellness, or weight loss preferred.

5+ years of people leadership experience managing high‑volume inbound/outbound teams.

Demonstrated success in lead generation, outbound appointment setting, and sales or enrollment conversion in a call center or multi‑channel environment.

Experience building outbound cadences and managing rep‑level activity metrics (dials, connects, conversion rates).

Experience supporting both in‑person clinic operations and telehealth or virtual care programs preferred.

Proficiency with CRM systems (Salesforce preferred), telephony platforms (RingCentral or equivalent), and omni‑channel communication tools.

Strong analytical skills with experience building and presenting performance dashboards and conversion reports.

Bachelor’s degree in Business, Marketing, Healthcare Administration, or a related field — or equivalent experience.

Exceptional communication, coaching, and organizational skills; thrives in a fast‑paced, metric‑driven environment.

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