Senior Manager, Patient Intake

Metro Vein Centers is a rapidly growing healthcare practice specializing in state-of-the-art vein treatments. Our board-certified physicians and expert staff are on a mission to improve peoples quality of life by relieving the painful yet highly treatable symptoms of vein diseasesuch as varicose veins and heavy aching legs.

With over 60 clinics across 7 states and still growingwere building the future of vein caredelivering compassionate results-driven care in a modern patient-first environment.

We proudly maintain a Net Promoter Score (NPS) of 93 the highest patient satisfaction in the industry.

As the Senior Manager of Patient Intake your mission is to lead a high-performance department of 3 managers and 60 Patient Intake Coordinators (SDRs). You are the primary driver of total department performance. Your success is measured by your ability to remove administrative friction from your managers allowing them to focus 80% of their time on call coaching and by your ability to systematically shift the agent performance bell curve to the right.

Key Outcomes (The Scorecard)

1. Bell Curve Shift: Increase the Mean performance of the total PIC team. Specifically moving the bottom 20% of performers into the B player tier and the B players into the A player tier.
2. Manager Enablement: Successful off-boarding of 90% of non-coaching administrative tasks (reporting scheduling capacity planning) from the direct managers plates.
3. Department KPIs: Responsibility for hitting total department targets:

• 1020 booked evaluations with U/S per agent/day.
• 55% Conversion on qualified Leads.
• Attendance rate -

Core Responsibilities

1. Strategic Performance Management

• Analyze daily weekly and monthly performance data to identify The Gapwhere the middle of the bell curve is getting stuck.
• Develop and implement Delta Training programs to address systemic performance issues identified across all three pods.
• Lead the Will vs. Skill calibration for the entire department to ensure we are hiring and retaining Quadrant 1 stars.

2. Manager Enablement & Mentorship

• Serve as the Shield for direct managers: Take over all administrative reporting scheduling and payroll tasks so managers can spend 6 hours a day listening to calls and coaching.
• Conduct weekly 1:1s with managers focused on their coaching efficacy. You arent just coaching agents; you are coaching the coaches.
• Audit manager coaching sessions to ensure consistency in the 5-Step Sales Process and the Three As (Acknowledge Answer Ask).

3. Operational Infrastructure (The Administrative Engine)

• Manage the Admin Stack: Handle all reporting in HubSpot and Dialpad manage agent schedules and oversee capacity planning for the remote pods.
• Optimize the Call Flow: Work with the tech team to build and refine interactive call flows and help-desk articles that reduce agent ramp time.
• Lead Lead Flow Management: Partner with Marketing to ensure lead quality and volume are balanced across the three manager pods.

The Profile: What Youll Bring

• The Coach of Coaches Mentality: You have a proven track record of managing managers in a high-volume SDR/Sales environment.
• Analytical Rigor: You dont just see numbers; you see patterns. You know how to use data to diagnose whether a performance dip is a Will problem or a Skill problem.
• Operational Discipline: You are a systems thinker who enjoys building the machine (reporting workflows schedules) so that others can execute within it.

Medical Sales/SDR Background: Experience in a high-volume patient intake or medical sales environment is preferred. You understand that Patient-First empathy and Do it now urgency are not mutually exclusive.

Benefits to Support Your Wellbeing & Lifestyle

Full-time team members at Metro Vein Centers are eligible for:

• Medical Dental and Vision Insurance
• 401(k)
• Paid Time Off (PTO) Paid Company Holidays
• Company-Paid Life Insurance
• Short-Term Disability Insurance
• Employee Assistance Program (EAP)
• Career Growth & Development Opportunities

#LI-Remote

The Metro Vein Centers Difference

Healthy legs. Happier lives.
At Metro Vein Centers we believe exceptional care begins with an exceptional experience. Our mission is to make vein care approachable empowering and connected to overall well-being. From the first conversation to the final follow-up every patient interaction reflects our commitment to compassion expertise and trust.

A team united by purpose.
Our values guide everything we do:

• Patients First Always Every interaction should make our patients feel valued heard and cared for.
• Stronger Together Teamwork and collaboration drive our success. We lift each other up to deliver the best for our patients.
• A Can-Do Spirit We meet every challenge with positivity flexibility and problem-solving energy.
• Results That Make a Difference Were driven to improve lives through meaningful measurable outcomes.
• Commitment to Growth We invest in our people fostering advancement and professional development at every level.

Metro Vein Centers is an Equal Opportunity Employer.
Were committed to creating a workplace where everyone feels seen heard and supported. We do not discriminate based on race color religion sex national origin age disability genetics gender identity or expression sexual orientation veteran status or any other protected status in accordance with applicable federal state and local laws. This policy applies to all aspects of employment including recruitment hiring promotion compensation benefits and termination.

Legal & Compliance Notice:
Metro Vein Centers complies with all applicable federal state and local employment laws including those related to nondiscrimination equal opportunity and pay transparency. Where specific disclosures or postings are required by law we provide this information as part of our hiring process or upon request.

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