Director of Partner Success

Job description

**About Protocol Behavioral Health** Protocol provides cancer-specific behavioral health treatment to patients by partnering with oncology clinics and cancer centers. Oncology patients are at heightened risk of mental health disorders and suicide, and those conditions negatively impact patient outcomes, treatment adherence, and total cost of care. Our approach is designed to meet patients where they are: emotionally, logistically, and financially. We deliver high-quality mental health support for cancer patients using the collaborative care model, integrated directly into oncology treatment centers. The team consists of experienced healthcare operators and executives who have built and scaled partnerships across behavioral health, oncology, and value-based care. We are a fast-growing, early-stage company focused on expanding access to care through strong partnerships with leading oncology providers. **About the role** This role is central to how Protocol grows and sustains its impact. We partner with oncology clinics and cancer centers to deliver behavioral health care to cancer patients, and the success of that model depends on two things working well together: strong, trusted relationships with our oncology practice partners and a healthy patient referral pipeline that converts referred patients into care. Reporting to our Chief Executive Officer, this person will serve as the primary relationship owner for our oncology practice partners, partnering with our internal implementation team to ensure a clean handoff once each practice is live, then owning account management, driving performance, and ensuring partners have a high-quality experience working with Protocol. In parallel, they will work to activate referring providers within those partnerships and oversee the patient referral funnel, leading the Care Coordinator team in converting referred patients to scheduled and completed intakes with a Behavioral Health Care Manager (BHCM). This role is well-suited for someone who is growth-oriented and relationship-driven in equal measure, energized by moving referral numbers, building trust with clinical partners, and doing the operational work that makes both possible. Comfort with early-stage environments and a genuine connection to the mission of improving access to behavioral health care for cancer patients are a must. **In this role you will:** - Own ongoing relationships with oncology practice partners, serving as their primary point of contact at Protocol - Plan and lead quarterly Joint Operating Committee (JOC) meetings with practice partners, including performance reporting and workflow optimization - Monitor and report on partnership performance metrics, providing actionable insights to partner practices and internal leadership to drive continuous improvement across accounts - Activate referring providers within implemented clinic and practice partnerships, building and maintaining relationships to drive consistent inbound referral flow to Protocol - Re-engage lapsed or low-volume referrers and address barriers preventing consistent utilization of Protocol services - Lead and manage the Care Coordinator team, overseeing their effectiveness in converting referred patients to scheduled and completed intakes with a Behavioral Health Care Manager (BHCM) - Drive and own referral volume and patient conversion from referral through completed intake by developing and managing patient & clinician facing content and reporting that move providers to refer patients to engage, including outreach scripting, provider education and partner dashboards - Work cross-functionally with clinical and operations teams to coordinate panel reviews between BHCMs and their most frequent clinical partners, while designing and building the systems, processes, and infrastructure that support scalable partner success and referral conversion as Protocol grows **Who are we looking for?** - 7–10+ years of experience in healthcare operations, customer success, partner management, business development, or a similar growth-oriented or relationship-driven role - A growth mindset and a track record of moving numbers across referral volume, pipeline, and patient conversion, with a genuine drive to build, not just maintain - Proven ability to manage and grow complex partnerships with clinical or operational stakeholders, including at the executive level - Experience managing a team and developing frontline staff, with a track record of driving team performance - Strong organizational skills with exceptional attention to detail, and the ability to manage multiple priorities simultaneously - Excellent written and verbal communication skills, with the ability to engage effectively with clinical, operational, and executive stakeholders - A strong problem-solving mindset, with sound judgment and the ability to navigate complex operational challenges - Comfort operating in a fast-paced, early-stage environment, with adaptability to ambiguity and ongoing change - Ability to use data to track performance, drive accountability, and inform decisions across both the partner and patient funnel - Experience in a role that required both relationship management and operational execution **Preferred qualifications** - Experience in healthcare services, oncology, or a related specialty care setting - Familiarity with the collaborative care model or integrated behavioral health in a specialty care setting - Experience working directly with clinical staff, practice administrators, or oncology care teams - Background in an early-stage or high-growth healthcare services company **Why work at Protocol?** Working at Protocol Behavioral Health means joining a purpose-driven team at the forefront of transforming cancer care through compassionate, integrated mental health support. Every team member plays a vital role in addressing one of the most overlooked challenges in oncology: ensuring patients have timely access to high-quality behavioral health care. With a leadership team composed of seasoned experts from top healthcare and behavioral health organizations, Protocol offers a rare opportunity to learn from the best while helping build something truly meaningful from the ground up. We foster a collaborative, mission-first culture where innovation, empathy, and excellence are not just encouraged, they’re expected. Employees benefit from flexible hybrid work, competitive healthcare coverage, generous paid time off, and the fulfillment of knowing their work directly improves lives. If you’re looking to grow professionally while making a tangible difference in healthcare, Protocol could be a great fit for you.