Retention Specialist

ExactCare Pharmacy; United States; Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Medical/dental/vision insurance

401(k)

Paid time off and paid holidays

Job summary

AnewHealth is seeking a Retention Specialist to retain patients by addressing inbound calls and following up with former patients. You will resolve concerns, guide payments and claims questions, and apply a patient-first approach across remote sites.

The role requires strong confidentiality, high-volume call handling, and the ability to adapt to evolving service lines and systems. AnewHealth emphasizes equal opportunity and inclusive culture.

Qualifications

• High school diploma or GED required.
• 1+ years of experience in collections activities or customer service in a high-volume, phone-based environment.
• Must be 18+ years of age.
• Ability to maintain a high degree of confidentiality on behalf of patients.
• Strong attention to detail and accuracy.
• Good prioritization and organizational skills.
• Ability to use multiple software programs.

Responsibilities

• Answering 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.

Skills

Attention to detail

Prioritization

Organizational skills

Confidentiality

Software proficiency

Customer service

Empathy

Education

High school diploma / GED

Tools

CRM software

Job description

Company Overview

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 Details

The 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.

Responsibilities

• Answering 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.

Qualifications

• Education: High school diploma /GED required.
• Experience: Must be 18+ years of age.
• 1+ years of experience in collections activities or customer service.
• Experience in a high volume, phone-based environment.
• Skills & Abilities: Strong 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. 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.

Work Location

This is a remote position.

Benefits

• 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.

Equal Employment Opportunity

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.

Eligibility

Applicants must be eligible to work in this country.

Additional Information

AnewHealth and its affiliated companies are equal opportunity employers.

We celebrate diversity and are committed to fostering an inclusive environment for all employees.

We maintain a drug-free work environment. Local applicants are encouraged to apply.

Company Culture

Want to learn more about working at AnewHealth? Visit our website to explore who we are, discover our award-won culture and benefits, and watch our video to get a closer look.

Medical Coverage Effective Date

Medical, dental and vision coverage are effective 1st of the month following date of hire.