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Client Retention Specialist

2 months ago

Philadelphia, United States Care and Help Home Care Full time
Job Overview

Position Summary:
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 emphasizes the importance of delivering exceptional care and support to clients.


Key Responsibilities:

  • Establish and nurture strong relationships with clients and their families to gain insights into their needs, concerns, and feedback regarding the agency's offerings, thereby minimizing turnover among clients and caregivers.
  • Serve as the main point of contact and decision-maker for caregivers seeking to discuss compensation or related matters, ensuring alignment with the company's financial objectives.
  • Compile and analyze reports to monitor client missed appointments and hospital admissions, devising targeted follow-up actions to bridge care gaps and retain vulnerable clients.

• Formulate outreach strategies and conduct proactive communications with discharged clients, exploring innovative methods to encourage their return to the agency.

  • Generate and present turnover and retention analytics to the management team, highlighting trends and effectiveness of retention strategies.
  • Administer client satisfaction assessments and gather feedback to pinpoint areas needing enhancement and promptly address any concerns.
  • Maintain regular communication with clients and their families via phone, email, or in-person interactions, providing updates, addressing questions, and offering ongoing support to retain both clients and caregivers.
  • Offer educational materials and resources to clients and their families regarding the agency's services, programs, and available support.
  • Resolve client inquiries or complaints with compassion and a focus on achieving satisfactory outcomes.
  • Act as a resource for complex electronic visit verification (EVV) issues that may lead clients to consider leaving the agency.
  • Conduct routine follow-ups to assess clients' well-being, satisfaction with services, and identify potential areas for improvement.
  • Collaborate with the care management team to review and adapt care plans based on client feedback and evolving needs.
  • Work with the Incident Reporting and Clinical Teams to mitigate risks and address any challenges.
  • Engage with relevant departments to identify opportunities for enhancing the quality and effectiveness of home health care services.
  • Devise and implement strategies to boost client loyalty and overall satisfaction.
  • Establish and oversee referral initiatives to motivate satisfied clients to recommend new clients to the agency.
  • Analyze retention data and trends to derive insights that inform strategic decisions.
  • Maintain precise records of client interactions, feedback, and retention initiatives for analysis and reporting.
  • Perform additional related duties as assigned.

Qualifications and Skills: To excel in this role, candidates must effectively fulfill each essential duty. The qualifications listed below reflect the knowledge, skills, and abilities required. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

  • 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 interact 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 abilities to evaluate client satisfaction data and identify improvement opportunities.
  • Capability to collaborate with the care management team and other departments to enhance services and client experiences.
  • Problem-solving skills to tackle client retention challenges and formulate effective strategies.
  • Proficiency in office software and customer relationship management (CRM) systems.

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 is generally aligned with standard office hours, although some flexibility may be necessary to accommodate client visits or outreach activities. Occasional travel may be required for client visits or relevant events.