Retention Specialist

Anchor Health Home Care; New York (NY); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Growth opportunities

Job summary

Anchor Health Home Care is seeking a high-energy Retention Specialist to strengthen relationships with existing clients, win back former clients, and prevent service disruptions. This in-person role emphasizes outbound outreach, problem-solving, and staying aligned with clinical teams to ensure high-quality care.

The ideal candidate has a strong background in sales or account management, exceptional communication skills, and the ability to influence decisions while balancing compassionate,

Qualifications

• 2+ years of office experience, preferably in a sales or client-facing role.
• Spanish fluency REQUIRED.
• Comfortable with outbound calls and persuasive conversations.
• Proficient in Microsoft Office; experience with CRM or EMR systems is a plus.

Responsibilities

• Review cases at risk, on hold, or discontinued and identify retention opportunities.
• Reach out to patients and families to understand concerns and prevent churn.
• Engage former clients to regain services through relationship-building and follow-up.
• Coordinate with staffing, QA, clinical staff, and internal teams to resolve issues.

Skills

Sales

Account management

Customer retention

Outbound calling

Tools

CRM systems

EMR systems

Microsoft Office

Job description

At Anchor Health Home Care, we deeply appreciate the privilege of being welcomed into the family circle to provide care for our neighbors' beloved family members. Our dedicated corporate office team at Anchor Health Home Care serves as the central hub for communication among clinicians, patients, and families within our community. We firmly believe that in order to effectively address the evolving needs of our community, we must remain adaptable to ensure the delivery of exceptional care to both our pediatric and geriatric community members.

Position Overview:

We are seeking a high-energy, persuasive, sales-driven Retention Specialist to join our team. This role is crucial to strengthening our relationships with existing clients, winning back former clients, and preventing service disruptions. The ideal candidate will bring a strong background in sales or account management, a confident personality, and the ability to influence decisions and build loyalty.

In-person work is an essential function of this role because coordinators must engage in real-time, team-based communication, respond immediately to case changes, review physical documentation, and use secure on-site systems necessary for managing active patient schedules. These responsibilities cannot be performed effectively or safely from a remote location.

Key Responsibilities:

• Review assigned cases that are at risk, on hold, or discontinued.
• Conduct outreach to patients and families to understand concerns and identify reasons for dissatisfaction.
• Work to retain or recover cases through relationship-building, problem-solving, and consistent follow-up.
• Coordinate with staffing, QA, clinical staff, and internal teams to resolve service issues.
• Escalate complex or high-risk cases to supervisors as needed.
• Re-engage and win back former clients who have discontinued services
• Document case status, reasons for dissatisfaction, and outcomes accurately and thoroughly.
• Maintain up-to-date records of all case activity and communication in internal systems.
• Track progress toward retention and recovery goals.
• Report on case progress and trends to supervisors as required

Who You Are:

• A natural closer with a strong background in sales, customer retention, or account management
• Comfortable with making outbound calls, objection handling, and persuasive conversations
• Driven, organized, and results-oriented with excellent follow-through
• Compassionate but confident — able to balance care with performance
• A strong communicator who thrives in a fast-paced office setting

Requirements:

• 2+ year of office experience (required), preferably in a sales or client-facing role
• Excellent verbal and written communication skills
• Proficient in Microsoft Office; experience with CRM or EMR systems a plus
• Spanish fluency REQUIRED
• Must be able to commute or relocate to Brooklyn, NY 11206
• Health and dental insurance
• Paid time off
• Growth opportunities in a mission-driven environment
• Meaningful work supporting patients and families in need