Retention Specialist

ExactCare Pharmacy; Cleveland (OH); Remote; USD 42,000 - 65,000; Full time

Job summary

AnewHealth is a leading pharmacy care management company focused on complex patient needs. The Retention Specialist will answer inbound calls from patients wishing to cancel ExactCare services and work to retain them through attentive service and problem solving.

In this remote, full-time role, you will handle inquiries, assist with payments and claims, escalate issues as needed, and maintain confidentiality while delivering a patient-first experience across assigned sites and territories.

Qualifications

• High school diploma or GED required.
• 1+ year in collections or customer service.
• Experience in a high-volume, phone-based environment.
• Ability to maintain confidentiality of patient information.
• Willingness to travel to multiple site locations within territory.

Responsibilities

• Answer inbound calls from patients wishing to cancel ExactCare services.
• Assist with general inquiries, payments, and questions regarding claims.
• Handle patient concerns and escalate issues as needed to retain patients.
• Maintain a consistently positive attitude and patient-first approach.
• Maintain knowledge of products and services offered and adhere to company policies.

Skills

Attention to detail

Prioritization

Organizational skills

Software proficiency

Confidentiality

Education

High school diploma/GED

Tools

CRM software

Phone systems

Job description

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.Job DetailsThe Retention Specialist is a creative thinker and customer service advocate who will spend their day answering inbound calls from patients wishing to cancel their service with ExactCare. The patient’s concerns will be heard and positive actions will be taken by the Patient Retention Specialist to resolve the issue, with the goal being to retain the patient. When inbound calls are not active, outbound calls are being placed to previous patients inquiring if they would like to return to ExactCare.ResponsibilitiesAnswering inbound calls from ExactCare’s existing patient base.Assisting with general inquiries, making payments, and questions regarding claims.Handling patient concerns and escalating issues as needed, ensuring all efforts are made to retain existing patients.Maintaining a consistently positive attitude and patient first approach to deliver stellar service to all patients.Maintaining current knowledge of products and services offered.Embody AnewHealth’s Core Values in all communications and interactions.Other duties as assigned.The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EducationHigh school diploma /GED required.ExperienceMust be 18+ years of age.1+ years of experience in collections activities or customer service.Experience in a high volume, phone-based environment.Skills & AbilitiesStrong attention to detail and accuracy.Strong prioritization and organizational skills.Ability to use multiple software programs.Maintain a high degree of confidentiality on behalf of patients.Passion to help people and enrich their lives.Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to commute to multiple site locations within assigned territory. May be necessary to work extended hours as needed.Schedule: This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.Travel: Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements.This is a remote position.AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.