Senior Physician Success Manager

Position Summary: 

The Senior Physician Success Manager owns MDpanel's most valuable Qualified Medical Evaluator (QME) relationships and the revenue that comes with them. This role is directly accountable for growing and retaining the revenue of a portfolio of MDpanel's highest-value, most strategic physicians, the doctors whose practices carry the largest share of QME revenue and whose departure would be felt across the network.

This is a proactive, growth-oriented role. The Senior PSM spends most of their time reaching out to physicians before the physician reaches out to MDpanel: reviewing practice performance, finding the next site, the next block of availability, or the next service line, and catching risk early. When something breaks, the Senior PSM steps in on what matters to the relationship and relies on Physician Support/Client Care Associates for routine, real-time requests.

Reporting to the leader of Physician Operations (interim to SVP & GM of QME), the Senior PSM leads and develops Physician Success Managers, sets the standard for portfolio management, and operates with the presence to engage physicians, attorneys, and executive leadership with equal credibility.

MDpanel supports QME physicians through two complementary teams. Physician Success (Physician Success Manager and Senior Physician Success Manager) is proactive: it owns physician relationships and is accountable for portfolio revenue growth and retention. Customer & Physician Support (Senior Client Care Associate) is reactive: it answers every physician in real time through Live Chat, the Doctor Direct Line, and the support inboxes, and owns no relationships.

Essential Duties and Responsibilities:  

Own Portfolio Revenue Growth

• Own an annual revenue growth plan for the portfolio, with a target and specific growth levers for each physician.
• Grow evaluation volume by expanding availability, adding or replacing sites, and matching each physician to panel demand using DWC paneling data, win rates, and site economics.
• Identify and close growth opportunities in new service lines, depositions, supplemental reports, and additional specialties or locations, in partnership with Growth, Scheduling, and Real Estate.
• Partner with leadership on strategic placement decisions for high-value physicians, balancing revenue potential with physician sustainability.
• Get every new physicians with highest growth potential from test passing to a first completed evaluation within the target window, coordinating Credentialing, Onboarding, L&D, and Scheduling and owning the outcome rather than the handoff.

Lead Proactive Physician Engagement

• Run a defined outreach cadence with every portfolio physician, including regular check-ins and Practice Performance Reviews at least twice a year.
• Use each review to set and refine a shared plan: volume goals, site performance, report turnaround, and the actions MDpanel and the physician will each take.
• Deliver a premium service standard: a response within 2 hours to every portfolio physician request to acknowledge, and no surprises on schedule, reports, or payments.
• Brief and engage the functional leader or executive point of contact for each top-tier physician if they need to be involved.

Protect Revenue Through Retention

• Identify disengagement early from leading indicators: falling availability, slower report submission, declining panel volume, competitor outreach, and unresolved complaints.
• Write and execute a retention plan for every at-risk physician, own the save conversation personally, and close every approved retention action on schedule.
• Keep the risk status and notes for every portfolio physician current in the doctor tracker each week, so leadership never learns about risk from the physician first.
• Report monthly on portfolio revenue, growth, retention, at-risk trends, root causes, and the effectiveness of interventions.

Resolve What Matters to the Relationship

• Step in directly on issues that put a relationship or revenue at risk, such as recurring operational failures, compliance exposure, or late-report risk, and drive them to closure with the owning team.
• Route routine, real-time requests to Customer & Physician Support, and fix the root cause when the same issue keeps returning. Ensure the full resolution and closing the loop with doctors.

Lead and Develop Physician Success Managers

• Manage, coach, and develop Physician Success Managers through portfolio reviews, ramp plans, and performance feedback.
• Set and model the team's standards for outreach cadence, growth planning, retention planning, and documentation.
• Ensure every portfolio physician has named Physician Success coverage when a PSM or Senior PSM is out of office.

Influence Cross-Functionally and Externally

• Operate as a peer to leaders in Scheduling, Day of Eval, Back-End Operations, Growth, Credentialing, and Technology to remove the barriers that hold back physician growth.
• Manage relationships with attorneys, adjusters, and applicants on behalf of portfolio physicians and MDpanel.
• Bring market and competitive intelligence from physician conversations into network strategy and product decisions.

Qualifications and Preferred Skills: 

• Bachelor's degree in Business, Healthcare Administration, or a related field. MBA or Master's a plus.
• Experience with California workers' compensation, QME or AME processes, DWC regulations, or medical-legal evaluations.
• Background in physician practice management, medical group operations, or physician recruitment.
• Experience with Salesforce or comparable CRM and customer success platforms.
  
  

Work Setting:

Remote home office, with periodic in-person physician meetings and site visits across California. 

Additional Information:

The salary range for this position is provided as an estimate based on current market conditions and company benchmarks. Actual compensation may vary depending on factors such as experience, qualifications, skills, location, and internal equity.  Please note that we are unable to provide sponsorship assistance currently.  All applicants must have a valid work authorization for the country in which they are applying.

Please note that this compensation range is subject to change at any time and may not be applicable to all candidates. We are committed to ensuring fair and equitable pay practices and encourage applicants to discuss any questions or concerns regarding compensation during the interview process.

MDpanel is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all associates feel valued, respected, and supported. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic.

We are dedicated to fostering a culture of inclusion and belonging and encourage applicants of all backgrounds to apply. If you require accommodations during the application or interview process, please contact hr@mdpanel.com