Employer description & source details
We are looking for a Retention Specialist to drive membership renewals and reactivate discharged members, helping them continue or return to their treatment journey. This role involves consultative conversations with members about their health progress, treatment goals, reasons for hesitation, and available retention options. You will work closely with members' assigned coaches, Twin Doctors, and support teams. This is a dedicated retention role and does not involve managing a regular coaching panel. Membership Renewals: Manage renewal conversations starting 10 days before the invoice date, following up on pending payments and helping members continue treatment before discharge. Member Engagement: Review members' health progress, enrollment goals, and records before each conversation. Understand their concerns, including financial constraints, travel, difficulty following recommendations, self-directed care, or limited health outcomes. Retention & Objection Handling: Communicate empathetically, address concerns without pressure, and offer approved retention options such as discounts, term extensions, Twin Doctor consultations, or increased coach follow-ups, where applicable. Reactivation: Contact discharged members, understand their reasons for discontinuing treatment, assess whether their concerns have changed, and coordinate their return to care. Cross-functional Coordination: Work with coaches, Twin Doctors, Doctor Coordinators, and relevant app, sensor, nutrition, and payment teams to resolve member concerns and facilitate renewals or re-enrolments. Documentation & Reporting: Maintain accurate, same-day records of calls, member decisions, payment commitments, root causes, and outcomes in the relevant systems. Keep trackers updated and share recurring churn and disch
Extracted skills: sales, operations