Patient Retention Specialist

7 days ago

Philadelphia, Pennsylvania, United States Care and Help Home Care Full time
Job Summary:

The Patient Retention Specialist 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.

Key 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 company's 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.
Additional Responsibilities:
  • 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.
Qualifications and Skills:
  • 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.

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