Care Continuity & Patient Retention Manager

Job Title Care Continuity & Patient Retention Manager Role Overview We are seeking a Care Continuity & Patient Retention Manager to design, monitor, and improve the systems that ensure patients remain engaged, supported, and successful throughout their treatment programs. This role sits at the intersection of clinical operations, patient experience, and growth , and is responsible for identifying and resolving the structural causes of patient churn. The Care Continuity Manager will ensure that care completes, continues, and converts into repeat usage , particularly for subscription-based programs such as Rx delivery and chronic care management. This role will work closely with Clinical Operations, Lifecycle Marketing, Customer Support, and Product teams to improve patient retention, satisfaction, and long-term program value. Core Responsibilities Care Continuity & Retention Ownership Own the patient care lifecycle from onboarding through long-term treatment adherence Design and manage systems that ensure care continues across visits, refills, and treatment milestones Identify high-risk patients using behavioral or operational signals and implement proactive intervention workflows Patient Retention & Intervention Develop and manage save and recovery workflows for patients showing early signs of disengagement (missed follow-ups, refill delays, complaints, or missed check-ins) Monitor engagement and adherence among subscription patients and implement strategies to prevent cancellations Partner with Lifecycle Marketing to support patient outreach and engagement programs Churn Analysis & System Improvement Analyze patterns in patient cancellations and disengagement to identify root causes of churn Drive cross-functional initiatives with Clinical Operations, Product, and Support teams to resolve structural issues affecting care continuity Lead escalation and resolution of recurring operational issues impacting patient experience and retention Experience & Qualifications Experience & Candidate Profile 5-10+ years of experience in healthcare operations, telehealth, digital health, care management, patient experience, or healthcare program management Experience working in telehealth, population health, chronic care programs, or subscription-based healthcare services preferred Demonstrated experience designing or improving patient engagement, retention, or care continuity workflows Strong analytical ability with experience evaluating patient behavior, churn patterns, and operational performance metrics to identify and resolve root causes of care drop-off Experience managing or optimizing patient lifecycle workflows , including follow-ups, refill systems, or care coordination Proven ability to work cross-functionally with clinical teams, operations, product, and growth teams to implement scalable process improvements Experience implementing operational systems or patient engagement programs at scale Ideal candidates understand how healthcare delivery systems function and can identify where and why patients fall out of care—and design systems that ensure care completes, continues, and converts into repeat usage. Education One of the following educational backgrounds is preferred: Bachelor's degree in Healthcare Administration, Public Health, Nursing, Health Sciences, Business Administration, or a related field Master's degree preferred (MBA, MPH, MHA, or similar healthcare-related program) Clinical background (RN, PA, or other healthcare training) is a plus but not required

Benefits:

401(k) Health insurance Parental Leave Paid time off