Retention Specialist

America's Home Health Services•Cheltenham Township, PA

About The Position

America’s Home Health Services (AHHS) is seeking a highly motivated, results-oriented Retention Specialist to protect and grow its existing client base. This is a sales-focused role rather than a traditional customer service or follow-up position. The specialist proactively engages with clients, families, caregivers, referral sources, and internal teams to build relationships, identify unmet needs and revenue opportunities, increase service hours and utilization, prevent service losses, and recover inactive or lost business. The role is responsible for driving measurable retention and revenue results by maintaining a pipeline of opportunities, conducting frequent outbound outreach, coordinating with sales, branch leadership, recruiting, and service coordination teams, and reporting on retention and growth performance. The ideal candidate is persuasive, energetic, competitive, organized, and comfortable owning results in a performance-driven environment. America’s Home Health Services is a growing Pennsylvania home care organization committed to exceptional care and strong community relationships. The company describes a supportive, collaborative workplace with opportunities for career growth and advancement, and an inclusive environment where employees are valued and respected.

Requirements

Proven sales experience with a strong track record of meeting or exceeding sales goals.
Comfort with making high volumes of outbound calls and initiating conversations.
Persuasive communication skills and the ability to turn conversations into opportunities.
Strong relationship-building and closing skills.
A competitive, goal-oriented approach, with motivation from performance and results.
Ability to identify revenue opportunities that others may overlook.
Excellent follow-through, organization, and pipeline management.
Ability to work independently while collaborating with multiple departments.
Strong problem-solving skills and ability to handle difficult client conversations.

Nice To Haves

Experience in healthcare, home care, home health, insurance, customer retention, or business development.

Responsibilities

Proactively contact existing clients and families to identify opportunities to increase authorized and staffed hours.
Identify clients who need additional services, expanded schedules, or increased caregiver coverage to drive revenue growth.
Conduct regular sales-focused outreach and client check-ins to strengthen relationships and identify unmet needs.
Identify clients at risk of reducing services or terminating care and implement retention strategies.
Upsell appropriate services and maximize opportunities within the existing client base.
Re-engage inactive clients, lost cases, and clients with reduced hours to recover business.
Develop strategies to increase client utilization and convert authorized hours into staffed and billable hours.
Build relationships with clients, families, caregivers, and referral sources to encourage loyalty and generate referrals.
Maintain a pipeline of retention opportunities, potential hour increases, and revenue recovery.
Make daily outbound calls to existing clients, families, and referral partners.
Work with sales and coordination teams to identify underserved clients and clients at risk of leaving.
Partner with branch leadership to improve retention and increase weekly billable hours.
Identify service gaps, staffing challenges, and customer concerns that could result in lost revenue.
Follow up on opportunities until they are resolved or converted into additional business.
Maintain daily and weekly sales activity pipelines and track retention, lost and recovered cases, increased hours, and revenue generated.
Monitor client census and identify trends in reductions, discharges, and service interruptions.
Meet or exceed established sales and retention goals and provide regular reporting on revenue protected, revenue generated, and clients retained.
Collaborate with recruiting and coordination teams to ensure growth opportunities can be staffed and serviced.