Patient Retention Specialist
- Canada
Contract
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Job details
- Job type
- Contract
- Posting language
- English
- Posted
Original job description
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.
More about this job
Responsibilities
Conduct patient outreach and support onboarding, portal access, order status, and refill reminders while addressing non-clinical concerns and cancellation requests. Document interactions in the CRM, coordinate escalations with internal teams, protect patient information, and meet retention, productivity, quality, and service-level targets.
Requirements
Requires at least two years of experience in customer service, patient support, retention, or healthcare operations, along with CRM experience and the ability to manage high-volume interactions. Telehealth or healthcare support knowledge is preferred, as are strong communication, problem-solving, privacy, and performance-management skills.
Skills
- Patient Retention
- Customer Service
- Patient Outreach
- Patient Engagement
- Communication
- Active Listening
- Objection Handling
- De-escalation
- Cancellation Prevention
- CRM Documentation
- Case Management
- Problem-Solving
- Follow-Up Management
- HIPAA Compliance
- Data Privacy
- Escalation Management
Visa sponsorship
Not detected in the job text
Categories
- Healthcare
- Customer Service & Support
Keywords
- Patient Retention
- Customer Service
- Patient Outreach
- Patient Engagement
- Onboarding
- Cancellation Prevention
- Objection Handling
- De-escalation
- CRM
- Case Management
- HIPAA Compliance
- Data Privacy
- Telehealth
- Healthcare Operations
- Billing
- Pharmacy
- Clinical Team Coordination
- SOP Adherence
- Escalation Management
- Service-Level Agreements
- Refill Reminders
- Subscription Options
- Patient Satisfaction