Help at Home is hiring for a Bilingual Retention Specialist in our Horsham, PA office! The primary purpose of the Retention Specialist is communicating directly with clients or caregivers who have issues related to the Help at Home organization, identifying their problems, and attempting to resolve them in a manner beneficial to both the client/caregiver and the organization in order to retain business.
Apply today for immediate consideration and be part of the Help at Home family!
Coordinate with Case Management and/or other departments to review client/caregiver complaint documentation (or discharge notifications from RCM department)
Create and/or add to AMS documentation thread to fully document steps taken to rectify issues and timeline of client/caregiver contact
Contact client/caregiver to get firsthand account of issue/complaint
Coordinate with departments (i.e., Payroll, HR, Case Management, etc.) to troubleshoot client/caregiver issues and attempt to come to a mutually beneficial resolution to retain cases
Assist in the implementation of any solution plans
Follow up with Branch Managers to ensure implementation of solution plans
Follow up with client/caregiver at set timeframes to ensure that issue is resolved and to gauge their satisfaction level
Notify required departments if resolution is not possible
Follow up with client/caregiver who were not retained at set timeframes to attempt to reinitiate intake process
Auditing of client discharge reasons in AMS to clients submitted to the retention department for conflict resolution
If issues reveal a systemic pattern, notify QM manager to initiate SOP review
Perform all other duties as assigned
Prior experience in high-level customer service required. Experience with handling escalated issues/complaints preferred.
Intermediate level computer skills including, but not limited to: MS Office Suite, data entry, database management are a requirement
Demonstrates the maturity to work independently while also being able to coordinate and communicate with other involved departments/branches as part of a team
Exhibits an aptitude for documentation, follow up, time management and spending most working hours on the telephone
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