Customer Retention Specialist Position Available In Cumberland, North Carolina

Customer Retention Specialist Healthcare Hiring Firm 200 Forsythe Street, Fayetteville, NC 28303 Summary We are looking for a compassionate and proactive Customer Retention Specialist to support both patient satisfaction and practice retention goals. This role involves direct interaction with patients to address concerns, gather feedback, and resolve issues that may impact their experience. In parallel, the specialist will also work closely with internal teams to ensure service consistency, address operational challenges, and reinforce trust with referring providers. The ideal candidate is patient-focused, detail-oriented, and skilled in identifying and resolving concerns before they lead to disengagement. Key Responsibilities Patient Engagement & Support Serve as a key point of contact for patients expressing dissatisfaction or concerns. Follow up with patients after appointments or interactions to ensure satisfaction and encourage continued care. Collect, document, and analyze patient feedback to identify recurring issues or opportunities for improvement. Help patients navigate concerns related to scheduling, billing, service delays, or communication. Practice-Level Retention Initiatives Collaborate with internal teams to identify and address workflow gaps or service bottlenecks. Assist in retaining referring physicians and practices by proactively addressing delays, miscommunication, or negative experiences. Monitor trends in patient and provider disengagement and provide data-driven insights to leadership. Problem Resolution & Follow-Up Investigate the root causes of concerns and work with appropriate departments to resolve them promptly. Ensure that resolution steps are clearly communicated to patients and internal teams. Track open issues and confirm closure with involved stakeholders. Collaboration & Communication Maintain strong communication with the Front Office, Clinical, and Billing teams to ensure a seamless patient journey. Document retention efforts, feedback trends, and resolutions in internal systems for tracking and quality improvement. Report recurring challenges and propose solutions to leadership for process improvements. Qualifications & Skills Previous experience in customer service, patient experience, or healthcare support roles is preferred Strong interpersonal and communication skills—both written and verbal Empathetic and patient-centered approach to service and problem-solving Ability to handle sensitive conversations with professionalism and discretion Organized, detail-oriented, and able to manage multiple follow-ups simultaneously Proficiency in using CRM systems, EMR platforms, or support ticketing tools is a plus Schedule & Work Environment Full-time position Must be available during US business hours Occasional coordination with other departments for follow-up or team meetings Compensation $15 per hour Opportunity for growth based on performance and impact

Job Type:

Full-time Benefits:

401(k) Health insurance Paid time off

Shift:

8 hour shift Application Question(s): What is your pay expectation? Are you available to start immediately? Please provide a potential start date. Ability to

Commute:

Fayetteville, NC 28303 (Preferred)

Work Location:

In person