PrimaryMD
Director of Membership & Operations
PrimaryMD, San Francisco, California, United States, 94199
About PrimaryMDPrimaryMD 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
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 Blend We’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)
PrimaryMD #J-18808-Ljbffr
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
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 Blend We’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)
PrimaryMD #J-18808-Ljbffr