Twoconnect
Health, Wellness and Fitness
CustomerSuccessManager(Chiropractic)-WorkfromHome/Dayshift
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager (Chiropractic) - Work from Home / Dayshift at Twoconnect. Skills: Patient Experience & Relationship Management, Care Plan Coordination, Clinic Communication & Workflow Support, Retention, Reactivation & Growth, Operational Excellence. Serve as the primary point of contact for patient enquiries, concerns, and follow‑up needs.. Build relationships with patients to support trust, compliance, and long‑term care.”
What You'll Achieve.
High patient satisfaction scores; Increased care‑plan completion rates; Reduced cancellations and no‑shows; patient retention and reactivation metrics; Smooth communication flow between patients and practitioners; Positive feedback from clinicians and admin staff
Industry & Context.
problem-solving; service-recovery skills
What They're Looking For.
Must Have
Warm, confident communicator with interpersonal skills., Highly organised with excellent follow-through., Ability to manage sensitive conversations with empathy and professionalism., problem-solving and service-recovery skills., Comfortable with digital tools (practice software, CRM, email, SMS platforms).
Nice to Have
Understanding of chiropractic care principles (training provided).
What You'll Do.
Serve as the primary point of contact for patient enquiries
Build relationships with patients to support trust
Conduct post‑appointment check‑ins
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
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
and digital channels.
Maintain high‑quality communication templates for SMS
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.
wellness plans) based on patient needs.
Track key metrics such as retention rate
and care‑plan completion.
Monitor patient feedback and identify trends affecting satisfaction or retention.
Collaborate with the clinic manager to refine processes
and improve efficiency.
Support onboarding of new patients to ensure a smooth first‑visit experience.
Maintain accurate records in the practice management system.
How You'll Work.
Team & Collaboration
Coordinate with chiropractors; Collaborate with the clinic manager
Communication Scope
Warm, confident communicator; Interpersonal skills; Manage sensitive conversations with empathy and professionalism; Consistent messaging; High-quality communication templates
Full Job Description
The **Customer Success Manager (CSM)** is responsible for ensuring every patient has a seamless, supportive, and positive experience throughout their care journey. This role blends patient communication, care‑plan coordination, service recovery, and operational oversight to maximise patient satisfaction, retention, and clinical outcomes. The CSM acts as the bridge between patients, practitioners, and administrative staff — ensuring clarity, consistency, and exceptional service at every touchpoint. **Key Responsibilities: ** _1\. Patient Experience & Relationship Management_ * 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. _2\. Care Plan Coordination_ * 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. _3\. Clinic Communication & Workflow Support_ * 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. _4\. Retention, Reactivation & Growth_ * 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., decompressi
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