Patient Retention Specialist (SDQ)

Position Summary:

Horatio is seeking a highly motivated and skilled Patient Retention Specialist to help our patients maintain access to life-enhancing medical care. This individual will efficiently handle, register, and schedule calls in a target-based environment, focusing on patient retention. 

Responsibilities:

• Receive inbound retention calls from current customers in a multi-line call center environment.
• Accommodate scheduling needs of existing patients, including future appointments.
• Make outgoing confirmations and follow-up calls.
• Make outbound calls to patients to re-establish patient care.
• Educate customers on membership features, offerings, billing, and charges to retain customers.
• Act with urgency to meet and resolve customers’ needs and problems.
• Demonstrate knowledge of services.
• Ensure customer issue follow-up is completed on time and accurately.
• Build rapport and constructive and effective relationships.
• Expediently handle all problems, issues, and challenges with professionalism.
• Additional duties as required.

Required Skills and Abilities:

• Excellent customer service and interpersonal skills.
• Excellent communication skills, both written and verbal.
• Strong organizational, reporting, data entry, time management, and follow-up skills.
• Proficient in Word, Excel, and Call Center systems.
• Ability to connect with people, empathize with them, and offer viable solutions to their concerns.
• Decision trees and script flows must be used as required.
• Ability to multi-task and meet critical deadlines.
• Experience and ability to manage through rapid and dramatic changes.
• Regular, consistent, and punctual attendance.
• Bilingual in English and Spanish.

Education and Experience:

• Prior experience in a sales, telemarketing, and/or soft sales environment is highly desired.
• 1+ year(s) experience in call center customer service, customer retention, and multi-line phone administration.
• Experience in the medical industry is highly preferred.

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the team's most important part and treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spreading mental health awareness and promoting its importance. To take care of our people we have in-house clinical psychologists.