Client Retention Specialist

2 weeks ago

Philadelphia, Pennsylvania, United States Care and Help Home Care Full time
Job Overview:
The Client Retention Specialist is responsible for crafting and executing initiatives aimed at boosting client satisfaction, enhancing retention rates, and nurturing enduring connections with clients and their families. This role is pivotal in guaranteeing that clients receive exceptional care and support.

Key Responsibilities:
  • Establish and nurture constructive relationships with clients and their families to comprehend their needs, concerns, and feedback regarding the agency's offerings, thereby minimizing turnover among clients and caregivers.
  • Serve as the primary liaison and decision-maker for caregivers seeking to negotiate pay rates or address other compensation-related matters, ensuring caregiver retention while aligning with the company's financial objectives.
  • Compile and analyze reports to monitor client missed visits and hospitalizations, devising targeted follow-up actions to bridge care gaps and retain clients at risk.

•Formulate outreach strategies and conduct proactive calls to clients who have been discharged, exploring innovative solutions to encourage their return to the agency.
  • Generate and present client turnover and retention reports to the management team, highlighting trends and success rates in retention initiatives.
  • Administer client satisfaction surveys and gather feedback to pinpoint areas needing improvement, addressing any issues swiftly.
  • Maintain regular communication with clients and their families via phone, email, or in-person visits, providing updates, responding to inquiries, and offering support to retain both clients and caregivers.
  • Disseminate information and educational materials to clients and their families regarding the agency's services, programs, and available support options.
  • Address and resolve client concerns or complaints with empathy and sensitivity, focusing on achieving satisfactory outcomes.
  • Act as an escalation point for complex electronic visit verification (EVV) issues that may lead clients to consider leaving the agency.
  • Conduct routine follow-up calls or visits to assess clients' well-being, evaluate their satisfaction with services, and identify potential areas for enhancement.
  • Collaborate with the care management team to review and modify care plans based on client feedback and evolving needs.
  • Partner with the Incident Reporting Team and Clinical Team to mitigate risks and resolve any issues.
  • Work alongside relevant departments to identify opportunities for improving the quality and effectiveness of home health care services.
  • Devise and implement strategies to boost client retention, loyalty, and overall satisfaction.
  • Establish and oversee referral programs to incentivize satisfied clients to recommend new clients to the agency.
  • Analyze client retention data and trends to extract key insights and guide decision-making.
  • Maintain accurate records of client interactions, feedback, and retention efforts for analysis and reporting purposes.
  • Perform other related duties as assigned.
Qualifications and Skills: To excel in this role, candidates must demonstrate the ability to fulfill each essential duty effectively. The following qualifications are representative of the knowledge, skills, and abilities required:
  • Bachelor's degree in healthcare management, marketing, or a related discipline. Relevant experience and certifications may be considered.
  • Demonstrated experience in a customer service or client relations capacity, preferably within the healthcare or home health care sector.
  • Excellent interpersonal and communication skills to engage effectively with clients, families, and agency personnel.
  • Empathy and sensitivity in addressing client concerns and complaints, with a commitment to delivering outstanding customer support.
  • Analytical skills to evaluate client satisfaction data and identify areas for enhancement.
  • Ability to collaborate effectively with the care management team and other departments to improve services and client experiences.
  • Problem-solving skills to tackle client retention challenges and devise effective strategies.
  • Proficiency in utilizing office software and customer relationship management (CRM) tools.
Physical Requirements:
  • Extended periods of sitting at a desk and working on a computer.
  • Ability to lift up to 15 pounds occasionally.
Work Environment:
The Client Retention Specialist typically operates in an office environment within the home health care agency. The role involves frequent interactions with clients, their families, healthcare professionals, and agency staff. The work schedule generally aligns with standard office hours, though some flexibility may be necessary to accommodate client visits or outreach activities. Occasional travel may be required for client visits or attendance at relevant events or meetings.

ABOUT CARE AND HELP HOME CARE, LLC
CARE AND HELP HOME CARE, LLC provides non-skilled services to individuals in their homes or other independent living environments. These services encompass assistance with self-administration of medications, personal care, homemaking, transportation, companionship, respite care, and other non-skilled services. We conduct criminal background checks when required on all staff and perform physicals and tuberculosis screenings for all direct care workers and office staff with direct consumer contact upon hiring and annually thereafter. Direct care workers 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 personal hygiene, safe transfer techniques, infection control, and basic nutrition. All direct care workers receive supervised practical training before engaging in direct consumer contact or verification of prior experience.

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