Lead Retention Specialist Department:

Human Resources /

Operations Reports To:

Director of Operations /

Executive Management Employment Type:

Full-Time Location:

Harrisburg, PA Position Summary The Lead Retention Specialist is responsible for developing and implementing strategies that improve client and caregiver retention, strengthen client and caregiver relationships, reduce turnover, and promote long-term engagement within the agency. This position serves as a key point of contact for caregivers and clients who may be experiencing concerns that could result in resignation, service disruption, or dissatisfaction. The Lead Retention Specialist proactively identifies retention risks, resolves concerns, coordinates with agency departments, and follows issues through to resolution. The ideal candidate is highly organized, compassionate, professional, solution-oriented, and able to communicate effectively with caregivers, clients, families, supervisors, and agency leadership. Essential Duties and ResponsibilitiesCaregiver Retention Develop and implement caregiver retention strategies to reduce employee turnover. Conduct regular caregiver check-ins to identify concerns, challenges, and reasons for dissatisfaction. Monitor caregiver engagement, attendance, scheduling concerns, and other indicators of potential turnover. Contact caregivers who have submitted resignations or expressed an intent to leave and determine whether concerns can be resolved. Conduct retention interviews and exit interviews. Identify recurring issues contributing to caregiver turnover and make recommendations to management. Recognize and encourage caregivers who demonstrate strong performance, reliability, and commitment. Maintain professional relationships with caregivers throughout their employment. Client and Participant Retention Maintain regular communication with clients/participants and their families to identify service concerns. Follow up on complaints, scheduling concerns, caregiver compatibility issues, and service interruptions. Work with the appropriate departments to resolve concerns before they result in termination of services. Monitor clients at risk of discontinuing services and develop appropriate retention and resolution plans. Promote positive relationships between clients, caregivers, and the agency. Retention & Problem Resolution Serve as an escalation point for caregiver and client concerns. Investigate the underlying causes of employee and client dissatisfaction. Coordinate with Scheduling, HR, Compliance, Payroll, Onboarding, and Operations to resolve issues. Follow up with employees and clients after concerns have been addressed. Document all retention-related communications and actions accurately. Maintain confidentiality regarding employee, client, and agency information. Data & Performance Monitoring Track caregiver turnover, resignations, retention rates, and common reasons for separation. Maintain retention tracking reports and identify trends. Monitor retention goals and provide regular reports to management. Analyze patterns involving caregiver turnover, scheduling, compensation concerns, management issues, client relationships, and workplace satisfaction. Recommend process improvements based on retention data. Employee Engagement Assist with caregiver recognition and appreciation programs. Help develop employee engagement initiatives. Participate in caregiver meetings, orientations, staff events, and retention campaigns. Encourage open communication between caregivers and agency leadership. Promote a positive workplace culture focused on respect, accountability, and quality care. Compliance & Documentation Ensure retention activities are conducted in accordance with agency policies and applicable laws and regulations. Maintain accurate documentation of employee and client concerns. Escalate allegations involving abuse, neglect, exploitation, fraud, misconduct, or serious policy violations to the appropriate department or leadership immediately. Work collaboratively with Compliance and Quality Assurance when retention concerns involve regulatory or operational risks. QualificationsRequired High school diploma or equivalent. Minimum of 2 years of experience in home health care, healthcare administration, human resources, customer service, employee relations, or a related field. Strong communication and interpersonal skills. Ability to handle difficult conversations professionally and respectfully. Strong problem-solving and conflict-resolution skills. Excellent organizational and documentation abilities. Ability to maintain confidentiality. Proficiency with Microsoft Office and electronic communication systems. Preferred Associate's or Bachelor's degree in Human Resources, Healthcare Administration, Business Administration, Social Services, or a related field. Previous experience with caregiver recruitment, onboarding, scheduling, employee relations, or retention. Experience working with home health care, home care, Medicaid waiver, or community-based services. Experience supervising or mentoring employees. Knowledge of applicable home health care and waiver program requirements. Key Performance Indicators (KPIs) The Lead Retention Specialist may be evaluated based on: Caregiver retention rate. Reduction in caregiver turnover. Reduction in preventable resignations. Employee engagement and satisfaction. Client/participant satisfaction. Reduction in client service termination due to preventable concerns. Timeliness of retention follow-ups. Resolution rate for caregiver and client concerns. Accuracy and completeness of retention documentation. Successful implementation of retention initiatives. Physical and Work Requirements Ability to work in an office and/or remote environment as assigned. Ability to communicate by telephone, email, video conference, and in person. Ability to manage multiple priorities and meet deadlines. Occasional travel may be required for agency meetings, employee/client visits, or retention activities. Disclaimer This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, qualifications, or requirements. Management reserves the right to modify duties and responsibilities based on the needs of the agency.

Pay:

$20.00 - $25.00 per hour

Benefits:

Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person