Customer Retention Specialist
New
L
LumiMedsTelehealth
LATAM, U.S. business hoursFull-TimeEntry
SalaryCompetitive salary with performance-based incentives.
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Job Details
- Languages
- English
- Experience
- 0–2 years
- Required Skills
- SalesforceCustomer serviceHubSpotCRM
Requirements
- 0–2 years of experience in customer service, customer support, sales, hospitality, call centers, or another customer-facing role.
- Excellent verbal and written English communication skills.
- Strong interpersonal and active listening skills.
- Comfortable speaking with customers over the phone.
- Positive attitude with a genuine desire to help others.
- Organized, detail-oriented, and able to manage multiple conversations.
- Comfortable learning new systems and following structured processes.
- Ability to work independently in a remote environment.
- Available to work U.S. business hours.
- Basic computer proficiency, including CRM systems or willingness to learn.
Responsibilities
- Proactively reach out to patients who may be at risk of canceling or disengaging.
- Handle inbound cancellation and pause requests with empathy and professionalism.
- Support patient retention by identifying solutions that meet their needs.
- Re-engage paused or inactive patients through phone, SMS, and email outreach.
- Educate patients on membership options, program benefits, and available non-clinical resources.
- Escalate clinical questions or concerns to the appropriate care team.
- Accurately document all patient interactions in the CRM.
- Follow established retention workflows, scripts, and best practices.
- Meet individual performance goals related to retention, productivity, and customer satisfaction.
- Share patient feedback and common cancellation reasons to help improve the overall patient experience.
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