Retention Specialist

About This Role

This role is crucial to strengthening relationships with existing clients, winning back former clients, and preventing service disruptions. The Retention Specialist will engage in real-time, team-based communication, respond immediately to case changes, review physical documentation, and use secure on-site systems necessary for managing active patient schedules.

Responsibilities

• Review assigned cases that are at risk, on hold, or discontinued
• Conduct outreach to patients and families to understand concerns and identify reasons for dissatisfaction
• Work to retain or recover cases through relationship-building, problem-solving, and consistent follow-up
• Coordinate with staffing, QA, clinical staff, and internal teams to resolve service issues
• Escalate complex or high-risk cases to supervisors as needed
• Re-engage and win back former clients who have discontinued services
• Document case status, reasons for dissatisfaction, and outcomes accurately and thoroughly
• Maintain up-to-date records of all case activity and communication in internal systems
• Track progress toward retention and recovery goals
• Report on case progress and trends to supervisors as required

Requirements

• A natural closer with a strong background in sales, customer retention, or account management
• Comfortable with making outbound calls, objection handling, and persuasive conversations
• Driven, organized, and results-oriented with excellent follow-through
• Compassionate but confident — able to balance care with performance
• A strong communicator who thrives in a fast-paced office setting
• 2+ years of office experience (required), preferably in a sales or client-facing role
• Excellent verbal and written communication skills
• Proficient in Microsoft Office; experience with CRM or EMR systems a plus
• Spanish fluency REQUIRED

Benefits

• Health and dental insurance
• Paid time off
• Growth opportunities in a mission-driven environment
• Meaningful work supporting patients and families in need

About the Company

Anchor Health Home Care provides care for neighbors' family members. Its dedicated corporate office team serves as the central hub for communication among clinicians, patients, and families within the community, delivering exceptional care to both pediatric and geriatric community members.