Retention Specialist

About us

At Clinical Care Medical Centers, we know that Great experiences begin with Great people.

Are you looking for a passionate, rewarding career in sales with the direct ability to impact your earnings potential? If so, we are looking for highly motivated individuals that can grow with us

SUMMARY

The Retention Specialist drives customer satisfaction and maximizes member retention rates by addressing member concerns and proactively reaching out to members who are at-risk of disenrolling. This role requires significant empathy and interpersonal skills in order to resolve members’ potential or stated concerns. The Retention Specialist will ensure service excellence by using their knowledge of Clinical Care Medical Center’s services to develop creative ways to increase member engagement and retention that are consistent company guidelines.

QUALIFICATIONS/EDUCATION

  • High School Diploma or equivalent
  • Bi-lingual English/Spanish preferred; must be able to read, write and speak English.
  • 1-2 years of experience in Customer Service or Hospitality preferred
  • Basic computer knowledge; MS Word and MS Excel, internet, document with Electronic Health Records and/or authorization system with minimal typing/spelling errors, send e-faxes and email.
  • Strong people skills; independent decision making and customer service oriented.

ABILIITES/SKILLS

  • Ability to build interpersonal relationships with patients over the phone
  • Ability to be empathetic and consider the needs of multiple stakeholders
  • Ability to think creatively and resolve member complaints while adhering to company policies
  • Basic computer skills to be able to recognize and understand phone system/software and appointment system
  • Excellent communication, customer service and telephone skills
  • Cheerful, pleasant, knowledgeable and professional demeanor
  • Strong organizational skills and ability to multi-task effectively
  • Detail oriented and able to work efficiently in a fast-paced environment
  • Strong sense of teamwork and be able to manage high volume of interpersonal relationships with tact and diplomacy
  • Must be able to work independently and relate well with all levels of individuals within the organization
  • Complies with HIPPA Regulations
  • Must be able to comply with company policies and procedure and work flexible schedules and locations

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Handles all patient concerns and escalates issues as needed, in order to ensure all actions are made to retain existing patients.
  • Initiates calls to members with low engagement levels to assess potential service gaps and develop creative solutions to ensure retention.
  • Demonstrates empathy towards members expressing potential concerns and commitment to delivering best-in-class experience.
  • Influences patient satisfaction by answering incoming calls using the assigned telephone script in a professional, courteous and timely manner.
  • Monitors call HOLD time. Makes certain that patients are not left on hold without needs being assessed.
  • Meets performance targets set for call center representatives, including retention-specific goals.
  • Provides patient with accurate company information. IE, Office Hours, address, etc.
  • Handles incoming calls to attain a first resolution.
  • Screens and disseminates incoming calls deemed necessary to the appropriate personnel/department in a timely manner and ensures calls are routed properly.
  • Takes phone messages when necessary and properly informs appropriate individual.
  • Sends tasks using Practice Management system to the appropriate individuals and follows up with completion of task.
  • Daily communication with managers regarding any changes in schedule (example Physicians cancellation, team members out, new hires).
  • Provides feedback to changes needed in telephone directory.
  • Properly communicates to manager any technical issues including non-functioning telephones, system failures and/or software issues.
  • Maintains continuous communication with patient service representatives, clinical teams in order to assist the caller with his/her needs and refers difficult issues immediately to department team leads and/or managers.
  • Trouble shooting any patient inquiry or concern and ensure patients expectations are met.
  • Conducts all activities in a professional, polite and courteous manner and abides by company and department policies and procedures.
  • Must be able to work flexible schedule and locations.
  • Maintain work area clean and organized at all times.
  • Able to respect and maintain patient confidentiality at all times.
  • Performs other duties as assigned.

Reasonable accommodations may be made to, allow individuals with disabilities to perform the essential functions of the position.

Job Type: Full-time

Pay: Up to $15.00 per hour

Benefits:

  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Education:

  • High school or equivalent (Preferred)

Experience:

  • Customer Service / Hospitality: 1 year (Preferred)

Language:

  • Spanish (Required)
  • English (Required)

Work Location: One location

Posted
11/14/2021
Salary Range
$28,000.00 - 45,000.00
per Year
Salary range estimated by
Location
Doral, FL, US
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