Retention Specialist

AnewHealth•OH - Remote, OH

2d•Remote

About The Position

The Retention Specialist is a creative thinker and customer service advocate who answers inbound calls from ExactCare patients wishing to cancel service. The specialist listens to patient concerns and takes positive action to resolve issues, with the goal of retaining the patient. When inbound calls are not active, the specialist makes outbound calls to former patients to ask whether they would like to return to ExactCare. This is a remote, full-time position averaging 40 hours per week. The employee must also be available outside normal business hours on an ad hoc basis to meet customer expectations. Schedules may be adjusted to accommodate position and organizational needs. Travel may be required for special organization or department events, team meetings, trade shows, conferences, and other client engagements. The position is administrative and includes physical demands associated with hearing, seeing, sitting, standing, talking, and walking. Commuting to multiple site locations within the assigned territory may be necessary, and extended hours may occasionally be needed. AnewHealth offers full-time employees a comprehensive benefits package that includes medical, dental, and vision coverage; flexible spending; company-paid life insurance and short-term disability; voluntary benefits; a 401(k); paid time off; and paid holidays. Medical, dental, and vision coverage begin on the first day of the month following the hire date.

Requirements

High school diploma or GED.
Must be at least 18 years of age.
At least 1 year 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.
Ability to maintain a high degree of confidentiality on behalf of patients.
Passion for helping people and enriching their lives.
Ability to meet the physical demands of hearing, seeing, sitting, standing, talking, and walking.
Must be able to commute to multiple site locations within the assigned territory when necessary.
Must be available outside normal business hours on an ad hoc basis and may need to work extended hours.

Responsibilities

Answer inbound calls from ExactCare’s existing patient base.
Assist with general inquiries, payments, and questions regarding claims.
Address patient concerns and escalate issues as needed, making every effort to retain existing patients.
Maintain a consistently positive attitude and a patient-first approach to provide service to patients.
Maintain current knowledge of products and services offered.
Embody AnewHealth’s Core Values in all communications and interactions.
Perform other duties as assigned.
Make outbound calls to previous patients when inbound calls are not active, asking whether they would like to return to ExactCare.