Patient Retentions Executive Hybrid Work & Benefits

Curaleaf International; United Kingdom; Hybride; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Hybrid working arrangement

Excellent holiday allowance

Private medical insurance

Free on site parking

Résumé du poste

Curaleaf International in the United Kingdom is seeking a Retentions Executive to protect patient relationships, resolve concerns and keep patients engaged throughout their healthcare journey.

You will manage sensitive conversations with empathy, use Zendesk and Power BI to track retention metrics, and collaborate with Clinic, Pharmacy and Patient Services to improve the patient journey. Hybrid working arrangements follow probation, with 4 days in the office and 1 day at home.

Qualifications

• Experience in customer service, retention, complaints, account management or a similar customer-facing role.
• Strong communication, listening and problem-solving skills.
• The ability to manage issues through to resolution and escape concerns appropriately.

Responsabilités

• Support retention: Contact patients at risk of leaving, understand their concerns and offer appropriate solutions.
• Deliver excellent service: Handle sensitive conversations with empathy, professionalism and care.
• Resolve issues: Take ownership of patient concerns, follow up on actions and escape clinical or safeguarding matters appropriately.
• Meet performance targets: Work towards KPIs covering retention, save rates, productivity, response times and quality.
• Maintain accurate records: Record patient interactions, churn reasons and outcomes using Zendesk and other approved systems.
• Use data and feedback: Review dashboards and patient feedback to identify trends and opportunities for improvement.
• Collaborate and improve: Work with Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to resolve issues and improve the patient journey.

Connaissances

Customer service

Retention

Complaint handling

Account management

Communication

Problem solving

Organisational skills

Excel

Power BI

Formation

GCSE English and Maths (grade C)

Outils

Zendesk

Power BI

Excel

Description du poste

Curaleaf International in the United Kingdom is seeking a Retentions Executive to protect patient relationships, resolve concerns and keep patients engaged throughout their healthcare journey.

You will manage sensitive conversations with empathy, use Zendesk and Power BI to track retention metrics, and collaborate with Clinic, Pharmacy and Patient Services to improve the patient journey. Hybrid working arrangements follow probation, with 4 days in the office and 1 day at home.