Job Description
A Patient Retention Specialist focuses on improving patient engagement and reducing cancellations. The role involves patient outreach, onboarding support, follow-ups, and resolving non-clinical concerns. The specialist handles cancellation requests, explains approved care plan options, and maintains patient satisfaction while ensuring privacy and compliance.
Roles and Responsibilities
- Conduct patient outreach through calls, emails, SMS, and chat.
- Assist patients with onboarding, portal access, order status, and refill reminders.
- Handle cancellation requests and identify retention opportunities.
- Resolve non-clinical concerns related to pricing, payments, and delivery.
- Explain approved plans, offers, and subscription options.
- Update patient interactions and outcomes in the CRM.
- Coordinate with billing, pharmacy, and clinical teams for escalations.
- Maintain HIPAA compliance and protect patient information.
- Meet retention, productivity, quality, and SLA targets.
Required Mandatory Skills
- Patient Retention and Customer Service
- Patient Outreach and Engagement
- Communication and Active Listening
- Objection Handling and De-escalation
- Cancellation Prevention
- CRM Documentation and Case Management
- Problem-Solving and Follow-up Management
- HIPAA Compliance and Data Privacy
- SOP Adherence and Escalation Management
- Time Management and Attention to Detail
- Minimum 2+ years in customer service, patient support, retention, or healthcare operations.
- Experience with CRM tools and high-volume customer interactions.
- Knowledge of telehealth or healthcare support is preferred.
- Ability to handle sensitive information and meet performance targets.
