Remote Patient Retention Specialist

Somewhere; Gauteng; On-site; ZAR 287,000 - 359,000; Full time

Job summary

Somewhere is seeking a Retention Agent to support patients remotely in South Africa. You will engage patients after onboarding, help them stay adherent to their VR therapy, and work with teams to improve overall engagement.

The role requires strong English communication, empathy, and experience handling a high call volume. This is a remote position with overlap to US EST hours, offering base salary in USD and performance-based incentives.

Qualifications

• 2+ years in Retention, Customer Success, Patient Support, or similar role.
• Experience handling 100-150 calls per day inbound/outbound.
• Strong B2C customer-facing experience with frequent phone interactions.
• Experience in healthcare, health-tech, telehealth, or medical devices.
• Experience with customer lifecycle management or retention programs.
• Excellent verbal and written English communication skills.
• Strong documentation, organizational, and computer skills.
• Comfortable learning new technologies & remote work.
• Familiarity with CRM platforms and automated dialing systems.

Responsibilities

• Support patients after onboarding, owning their journey post initial therapy session.
• Engage patients throughout therapy journey after onboarding to drive retention.
• Encourage continued use of prescribed VR therapy and ensure compliance.
• Monitor activity and conduct outbound calls to inactive members.
• Build trust, identify barriers, provide empathetic support for continued therapy.
• Document patient interactions, disengagement reasons, and follow-up actions.
• Use CRM and automated outreach to manage engagement.
• Collaborate with internal teams for a seamless patient experience.
• Meet retention KPIs while delivering exceptional patient experience.
• Support senior patients with patience, empathy, and clear communication.

Skills

Communication skills

Empathy

English (verbal & written)

CRM usage

Outbound calling

Tools

CRM platforms

Automated dialing systems

Job description

Somewhere is seeking a Retention Agent to support patients remotely in South Africa. You will engage patients after onboarding, help them stay adherent to their VR therapy, and work with teams to improve overall engagement.

The role requires strong English communication, empathy, and experience handling a high call volume. This is a remote position with overlap to US EST hours, offering base salary in USD and performance-based incentives.