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., decompression, rehab, wellness plans) based on patient needs.
- Track key metrics such as retention rate, reactivation rate, and care‑plan completion.
5. Operational Excellence
- 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).
- Success Indicators.
- 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
Why Join Twoconnect?
We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:
- 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
Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.
We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.
Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.
Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.
Learn more about us through our official pages:
Website: https://twoconnect.com.au/
Careers: https://apply.workable.com/twoconnect-careers/
LinkedIn: https://linkedin.com/company/twoconnectau
Facebook: https://www.facebook.com/2woconnect/
Instagram: https://www.instagram.com/twoconnect_/
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