Patient Experience & Retention Manager (Part-Time)

Help Build the Future of Patient Experience at Lion Rocker Health

At Lion Rocker Health, we're building something different.

We're not just helping people recover from pain—we're redefining how musculoskeletal

healthcare is delivered through our Interventional Physiotherapy model.

As our business continues to grow across Perth, we've recognised that delivering an

exceptional patient experience deserves dedicated leadership.

That's why we're creating this brand-new role.

We're looking for someone to help us create an outstanding patient experience that

improves outcomes, strengthens long-term relationships and supports sustainable growth.

If you're excited by improving systems, analysing data, understanding customer behaviour

and creating experiences that people genuinely love, we'd love to meet you.

This isn't a typical healthcare administration role.

You'll become the person responsible for helping thousands of patients have a better

experience with Lion Rocker—from the moment they first contact us through to becoming

long-term advocates for our business.

What You'll Do

You'll own projects that improve:

• Patient retention

• Treatment completion

• Rebooking systems

• Maintenance programs

• Patient communication

• Recall campaigns

• Google Reviews

• Referral programs

• Patient feedback

• Overall patient experience

You'll work closely with our leadership team to identify opportunities, design better systems

and measure the impact of every improvement.

What Success Looks Like

Within your first month you'll complete a Patient Experience Review and identify Lion

Rocker's biggest opportunities to improve retention and patient experience.

Over your first year you'll help build repeatable systems that improve patient outcomes,

increase retention and strengthen long-term patient relationships.

Who We're Looking For

This role requires someone who is comfortable working with data, systems and behaviour

change in a healthcare environment.

You will likely have experience in one or more of the following areas:

• Customer Experience or Customer Success in a structured, data-driven environment

• CRM, lifecycle marketing or retention roles (e.g. HubSpot, Salesforce, ActiveCampaign

or similar)

• Healthcare operations, allied health or medical practice management

• Membership-based organisations where retention and reactivation are key metrics

• High-end hospitality or service environments with strong repeat-client focus

• Consulting or operations roles where you have improved end-to-end customer

journeys

We are particularly interested in candidates who have:

• Owned or significantly contributed to retention, reactivation or lifecycle

performance metrics

• Worked with automation, CRM systems or structured communication workflows

• Used data to identify drop-off points in a customer or patient journey

• Improved measurable outcomes (not just “customer satisfaction” in a general sense)

We're not looking for someone to keep things running. We're looking for someone to help us

build what comes next.

You are comfortable asking “Why is this happening?” and then digging into data or

processes to find the answer.

You are organised, commercially aware, and confident working across clinical and non-

clinical teams to implement change.

Most importantly, you are motivated by measurable impact on behaviour and outcomes,

not just activity.

Why Join Lion Rocker?

You'll work directly with the founder and leadership team to shape how patient experience

evolves as our organisation grows.

You'll have meaningful autonomy, the opportunity to influence decisions and the ability to

see your ideas implemented—not buried under layers of bureaucracy.

As Lion Rocker continues to grow, there will be opportunities for this role to grow with it.

If you're someone who enjoys creating systems, solving problems and making a real impact,

we'd love to hear from you.