Retention Specialist

About This Role

The Retention Specialist is a creative thinker and customer service advocate who will spend their day answering inbound calls from patients wishing to cancel their service. The patient’s concerns will be heard and positive actions will be taken to resolve the issue, with the goal being to retain the patient. When inbound calls are not active, outbound calls are placed to previous patients inquiring if they would like to return.

Responsibilities

• Answer inbound calls from existing patient base
• Assist with general inquiries, making payments, and questions regarding claims
• Handle patient concerns and escalate issues as needed, ensuring all efforts are made to retain existing patients
• Maintain a consistently positive attitude and patient-first approach to deliver stellar service to all patients
• Maintain current knowledge of products and services offered
• Embody AnewHealth’s Core Values in all communications and interactions
• Perform other duties as assigned

Requirements

• High school diploma /GED required
• Must be 18+ years of age
• 1+ years of experience in collections activities or customer service
• Experience in a high volume, phone-based environment
• Strong attention to detail and accuracy
• Strong prioritization and organizational skills
• Ability to use multiple software programs
• Maintain a high degree of confidentiality on behalf of patients
• Passion to help people and enrich their lives

Benefits

• Comprehensive benefit package for full-time employees that includes medical/dental/vision
• Flexible spending
• Company-paid life insurance and short-term disability
• Voluntary benefits
• 401(k)
• Paid Time Off
• Paid holidays
• Medical, dental and vision coverage effective 1st of the month following date of hire

Important Details

• Schedule: average of 40 hours per week, available outside of normal business hours to meet customer expectations on an ad-hoc basis
• Travel: may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements

About the Company

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. They enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, they provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, they care for more than 100,000 people across all 50 states.