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Retention Manager

3 months ago

Philadelphia, United States Care and Help Home Care Full time
Job DescriptionJob DescriptionJob Summary:
The Retention Manager develops and implements strategies to enhance patient satisfaction, improve client retention, and foster long-term relationships with clients and their families. This position focuses on ensuring that clients receive high-quality care and support.

Essential Duties and Responsibilities:  
  • Build and maintain positive relationships with clients and their families to understand their needs, concerns, and feedback regarding the agency's services to reduce client and caregiver turnover.
  • Independently acts as a primary point of contact and decision maker for caregivers who wish to re-negotiate pay rates or other pay related issues to retain caregivers, while achieving the companies financial goals.
  • Build and prepare reports to track client missed visits and hospitalizations and create specific follow-up actions to minimize gaps in care and retain at-risk clients.
•    Develop outreach strategies and conduct outbound calls to discharged clients and find creative solutions to bring those clients back to the company.
  • Build and prepare client turnover and retention reports to inform the management team about trends and success rates related to retention efforts.
  • Conduct client satisfaction surveys and collect feedback to identify areas of improvement and address any issues promptly.
  • Regularly communicate with clients and their families through phone calls, emails, or in-person visits, providing updates, addressing inquiries, and offering support to retain clients and caregivers.
  • Provide information and educational resources to clients and their families about the agency's services, programs, and available support options.
  • Address and resolve any client concerns or complaints with empathy, sensitivity, and a focus on achieving satisfactory resolutions.
  • Functions as an escalation point for complex electronic visit verification (EVV) matters that are considering leaving the agency due to EVV.
  • Conduct regular follow-up calls or visits to check on clients' well-being, assess their satisfaction with services, and identify potential areas for improvement.
  • Collaborate with the care management team to review and adjust care plans based on client feedback and changing needs.
  • Collaborate with Incident Reporting Team and Clinical Team to mitigate risk and resolve any issues.
  • Work with relevant departments to identify opportunities for enhancing the quality and effectiveness of home health care services.
  • Develop and implement strategies to enhance client retention, loyalty, and overall satisfaction.
  • Establish and manage referral programs to encourage satisfied clients to refer new clients to the agency.
  • Analyze client retention data and trends to identify key insights and inform decision-making.
  • Maintain accurate records of client interactions, feedback, and retention efforts for analysis and reporting purposes.
  • Performs other related duties as assigned.

Qualifications and Skills: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Bachelor's degree in healthcare management, marketing, or a related field. Relevant experience and certifications may be considered.
  • Proven experience in a customer service or client relations role, preferably in the healthcare or home health care industry.
  • Strong interpersonal and communication skills to effectively interact with clients, families, and agency staff.
  • Empathy and sensitivity in handling client concerns and complaints, with a focus on providing excellent customer support.
  • Analytical skills to assess client satisfaction data and identify areas for improvement.
  • Ability to work collaboratively with the care management team and other departments to enhance services and client experiences.
  • Problem-solving abilities to address client retention challenges and develop effective strategies.
  • Proficiency in using office software and customer relationship management (CRM) tools.

Physical Demands:
  • Prolonged periods sitting at a desk and working on a computer.
  • Must be able to lift up to 15 pounds at times.

Work Environment:
The Retention Manager typically works in an office setting within the home health care agency. The role involves regular interactions with clients, their families, healthcare professionals, and agency staff. The work schedule is generally during regular office hours, but some flexibility may be required to accommodate client visits or outreach efforts. The manager may need to travel occasionally to visit clients or attend relevant events or meetings. 
 

ABOUT CARE AND HELP HOME CARE, LLC CARE AND HELP HOME CARE, LLC (“Company”) provides non-skilled services to individuals in their homes or other independent living environments. These services include (but are not limited to) assistance with self-administration of medications, personal care such as assistance with personal hygiene, dressing, and feeding, homemaking such as assistance with household tasks housekeeping, shopping, meal planning and preparation, and transportation, companionship, respite care such as assistance and support provided to the family; and other non-skilled services. We conduct criminal background checks when required on all staff. We also conduct physicals and tuberculosis screenings for all direct care workers and office staff with direct consumer contact upon hiring and on a yearly basis. The direct care workers of the Company are required to complete a minimum of forty (40) hours of experience or practical training and a competency evaluation, or a state certification program. This training includes information regarding personal hygiene, safe transfer techniques, infection control, and basic nutrition. All direct care workers of our company also receive supervised practical training before having direct contact with a consumer or verification of prior experience.

CARE AND HELP HOME CARE, LLC (“Company”) does not discriminate on the basis of race, color, national origin, ancestry, religious creed, non-job related handicap or disability, sex (which includes: sex assigned at birth, sexual orientation, gender identity, gender expression, gender transition, or transgender identity), age, use of a guide or support animal because of: blindness, deafness, or physical handicap, or any other characteristic protected by law (each, a “Protected Characteristic”). Further, the Company complies with the provisions of the Federal Civil Rights Act of 1964, the Pennsylvania Human Relations Act and all other applicable laws related to discrimination and fair employment practices. Accordingly, no person shall, on the grounds of any Protected Characteristic, be excluded from participation in, be denied benefits of, or otherwise be subject to discrimination in the provision of any care service provided by our agency.

DISCLAIMERS The company, in considering your application for employment, may verify the information set forth on this application and obtain additional information related to your background. We offer reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance to accommodate a disability, you may request an accommodation at any time.

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