Patient Retentions Executive — Hybrid Role

Curaleaf International; Sunderland; Ibrido; GBP 26.000 - 34.000; Tempo pieno

Vantaggi offerti da questo lavoro

Hybrid working

Private medical insurance

On-site parking

Development opportunities

Descrizione del lavoro

Curaleaf International is seeking a Retentions Executive to protect patient relationships and deliver outstanding service across the healthcare journey. You will contact patients at risk of leaving, resolve concerns with empathy, and collaborate with Clinic, Pharmacy and Patient Services to improve retention metrics while maintaining the highest standards of care.

This role offers a hybrid working arrangement, four days in the office and one day from home.

Competenze

• Experience in customer service, retention or similar roles.
• Strong communication, listening and problem-solving skills.
• Ability to manage issues through to resolution and escalate appropriately.
• Good organisational skills and accurate record-keeping.

Mansioni

• Support retention by contacting patients at risk of leaving and offering solutions.
• Deliver excellent service with empathy and professionalism.
• Resolve issues and elevate clinical or safeguarding matters when needed.
• Meet KPIs for retention, save rates, productivity and response times.
• Maintain accurate records of interactions and churn reasons in Zendesk and other systems.
• Review dashboards and feedback to identify trends and improvement opportunities.
• Collaborate with Clinic, Pharmacy, Patient Services, Operations and Finance to improve patient journeys.

Conoscenze

Customer service

Retention

Account management

Communication

Problem solving

Organisational skills

Excel

Power BI

CRM Zendesk

Healthcare experience

Formazione

GCSE English & Maths

Strumenti

Zendesk

Power BI

Excel

Descrizione del lavoro

Curaleaf International is seeking a Retentions Executive to protect patient relationships and deliver outstanding service across the healthcare journey. You will contact patients at risk of leaving, resolve concerns with empathy, and collaborate with Clinic, Pharmacy and Patient Services to improve retention metrics while maintaining the highest standards of care.

This role offers a hybrid working arrangement, four days in the office and one day from home.