What are the responsibilities and job description for the Retention Specialist position at AnewHealth?
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
ExactCare is seeking a dynamic team player, who is a creative thinker and customer service advocate, to join our rapidly growing organization. The Patient Retention Specialist 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.
- Other duties as assigned.
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.
Requirements
- Must be 18 years of age.
- High school diploma /GED required.
- 1-2 years' experience in collections activities or customer service.
- Experience in a high volume, phone-based environment.
- Prior experience working remotely is required
- Experience working in a metric driven environment
- Strong problem-solving ability
- Exceptional Customer Service Skills
- Prior Retention experience preferred
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.