About This Role
This Retention Specialist role focuses on building strong relationships with caregivers and clients to improve satisfaction, reduce turnover, and prevent service disruptions. The specialist maintains regular communication, identifies early signs of disengagement, resolves concerns quickly, and ensures caregivers and clients feel supported and valued. This is an excellent opportunity for a professional with strong communication skills and a customer-service mindset in a fast-paced healthcare environment.
Responsibilities
- Maintain regular communication with active caregivers and clients
- Conduct routine check-ins to assess satisfaction, availability, concerns, and service quality
- Build strong relationships with caregivers and clients to improve retention and satisfaction
- Identify early warning signs of disengagement, including missed shifts, complaints, poor communication, reduced availability, or dissatisfaction
- Support caregivers and clients with professionalism, empathy, and a solution-focused approach
- Respond promptly to caregiver and client concerns, complaints, and service-related issues
- Work closely with scheduling, coordination, HR, recruitment, and operations teams to resolve problems
- Help caregivers and clients understand expectations, policies, and service processes
- Escalate unresolved or serious issues to management when appropriate
- Follow up after concerns are resolved to ensure continued satisfaction
- Monitor caregiver attendance, call-offs, missed shifts, and reliability concerns
- Follow up with caregivers regarding attendance issues and document outcomes
- Identify patterns that may impact client care, caregiver performance, or retention
- Provide feedback and updates to management regarding caregiver trends and concerns
- Conduct stay interviews with caregivers who may be at risk of leaving
- Follow up with caregivers who reduce availability, stop communicating, or show signs of disengagement
- Support re-engagement efforts when possible
- Contact clients regularly to ensure satisfaction and continuity of care
- Help prevent unnecessary caregiver turnover and client dissatisfaction through early intervention
- Maintain accurate and timely records of all caregiver and client interactions
- Update CRM, scheduling, or internal systems as required
- Track trends related to caregiver retention, client satisfaction, complaints, and call-offs
- Provide regular updates to management regarding retention challenges and improvement opportunities
Requirements
-3 years of experience in home care, healthcare, customer service, HR, scheduling, recruitment, or retention-focused roles preferred