Director of Membership & Operations

About PrimaryMD

PrimaryMD is a rapidly growing concierge primary care practice delivering an extraordinary healthcare experience to high-achieving professionals and executives. With successful operations in San Francisco and New York City, and expansion underway in Los Angeles, we're transforming healthcare through a unique blend of world-class medicine and Five-Star hospitality.

Our members invest for unparalleled access to exceptional physicians, comprehensive preventive care, and a truly personalized healthcare journey. We believe healthcare should be proactive, not reactive; personal, not transactional; and exceptional, not adequate.

The Opportunity

We're seeking a healthcare zealot with the heart of a hospitality professional to own and elevate our member experience while driving operational excellence across our San Francisco and New York City locations. This is not a traditional healthcare operations role – it's an opportunity to architect the future of premium healthcare delivery.

As our Director of Membership & Operations, you'll be the guardian of our member experience and the catalyst for our operational success. You'll transform how our members think about healthcare while building scalable systems that support our rapid growth.

What Success Looks Like

Member Experience Excellence

• Design and deliver a concierge healthcare experience that exceeds the expectations of our discerning membership
• Own the complete member journey from initial inquiry through ongoing care, ensuring every touchpoint reflects our premium positioning
• Develop and maintain our "Member Success Playbook" defining service standards, communication protocols, and experience guidelines
• Personally onboard new members with white-glove service, conducting welcome consultations and ensuring seamless integration into our practice
• Serve as the primary relationship manager for our top-tier members, anticipating needs and proactively solving challenges
• Create memorable moments that transform routine healthcare interactions into exceptional experiences

Operational Leadership

• Oversee all non-clinical aspects of practice operations across both locations, ensuring consistency in service delivery
• Optimize patient flow, scheduling systems, and resource utilization to maximize both efficiency and member satisfaction
• Develop and maintain comprehensive SOPs for all operational processes, from member onboarding to appointment coordination
• Partner with our physicians to ensure seamless integration of clinical and operational workflows
• Manage vendor relationships, negotiate contracts, and oversee facilities to maintain a luxury healthcare environment
• Lead technology initiatives to enhance operational efficiency while preserving the personal touch our members value

Strategic Growth & Revenue Enhancement

• Design and implement member retention strategies targeting 95%+ annual renewal rates
• Identify and execute revenue optimization opportunities including ancillary services, partnerships, and premium offerings
• Develop referral programs leveraging our existing membership base to drive organic growth
• Partner with marketing to refine our value proposition and member acquisition strategies

Team Development & Culture

• Build and lead a high-performing team of member service professionals who embody our values of excellence, empathy, and innovation
• Create training programs that blend healthcare knowledge with luxury hospitality standards
• Foster a culture of continuous improvement where feedback is welcomed and excellence is celebrated
• Develop performance standards and accountability systems that drive consistent service delivery

Your Background

Essential Experience

• 5+ years of progressive leadership experience in healthcare operations, luxury hospitality, or premium service environments
• Experience building and scaling operations in high-growth environments
• Demonstrated success creating exceptional customer/patient experiences that drive loyalty and referrals
• Strong analytical skills with the ability to translate data into actionable insights

The Ideal BlendWe're looking for someone who brings either:

• Healthcare operations expertise with hospitality mindset: Experience in concierge medicine, executive health, or premium healthcare delivery with a passion for service excellence
• Hospitality excellence with healthcare interest: Background in luxury hotels, private clubs, or high-end service industries with genuine interest in healthcare transformation

Critical Competencies

• Service Excellence: Intuitive understanding of what exceptional service looks like and the ability to consistently deliver it
• Operational Rigor: Systems thinker who can build scalable processes without sacrificing personalization
• Commercial Acumen: Business-minded approach with focus on sustainable growth and profitability
• Relationship Builder: Natural connector who builds trust quickly with members, physicians, and team members
• Problem Solver: Creative and resourceful in addressing challenges, with a "whatever it takes" mentality
• Communication Master: Exceptional written and verbal communication skills, comfortable with C-suite executives
• Technology Savvy: Comfortable with EMR systems, CRM platforms, and emerging healthcare technologies

Why PrimaryMD?

Impact & Ownership

• Shape the future of healthcare delivery in a rapidly growing company
• Own a critical function with direct impact on member satisfaction and company success
• Work directly with founders and executive team to drive strategic initiatives

Growth & Development

• Clear path to expanded responsibilities as we scale to new markets
• Access to continuous learning opportunities in both healthcare and business
• Mentorship from experienced healthcare entrepreneurs

Culture & Values

• Join a team of passionate professionals committed to transforming healthcare
• Work in an environment that values innovation, excellence, and work-life balance
• Be part of a mission-driven organization making healthcare more human

Compensation & Benefits

• Competitive base salary: $120,000 - $150,000 (based on experience and location)
• Performance-based incentives tied to member growth, retention, and satisfaction metrics
• Comprehensive health benefits (medical, dental, vision)