Customer Retention Representative
At PatientPop, we believe healthcare providers should focus their attention on delivering quality care to patients. That's why we devised a solution that allows providers to build a thriving practice, without being tied down by the burdens of business growth.
We've helped thousands of providers since our founding in 2014. Along the way, we cultivated an incredible work environment — one of the best, according to Great Place to Work.
Our dedicated team brings a blend of experiences that drives innovation and customer success. Our development-focused culture allows employees to thrive personally and professionally. And our bustling (dog-friendly!) offices are in an enviable location: just two blocks from the beach and around the corner from 3rd Street Promenade.
Now, we want you to be a part of it all.
How you will contribute:
The Customer Retention Representative is responsible for managing various customer retention activities with the overall goal of reducing customer product and service cancellations. On a daily basis you will be speaking with customers about the issues they are experiencing with PatientPop products and services, actively listening and addressing their concerns with clear explanations, and working with them to develop appropriate solutions to get them back on track. The feedback you gather from your calls will also be shared with the company to help improve both our product and the customers experience.
Skills you’ll bring:
- Minimum of 2 years in a direct customer facing role
- High customer empathy
- Strong phone presence
- Ability to develop solutions to problems under pressure, specifically while interacting firsthand with upset customers
- Strong understanding of how SaaS platforms and search engines work
- Strong understanding of social and paid advertising channels.
- General understanding of local business marketing
Nice to have:
- Minimum of 1 year preventing customer churn
- Prior sales experience
- Experience with Salesforce
Why you're important to us:
With unsatisfied customers, you are the last line of defense in proving our value and keeping customer retention our priority. You will work with various internal teams to manage cancellation requests and ensure timely resolution. You will document detailed customer feedback regarding cancellation reasons and retention tactics and will update and manage retention data in Salesforce. As we continue to scale and increase our customer base, you will help develop training to coach our Implementation and Customer Success teams on best practices regarding retention.
In your first 90 days you will:
In addition to becoming an expert in the PatientPop product and our offerings, your first 90 days on the Retention team will be dedicated to understanding and operating the role itself. You will learn how to manage a retention case and analyze an account status in SF. You will conduct retention calls and close retention cases. You will document retention notes, submit billing cases, and perfect your pitch. As you close in on your first 90 days, you will achieve your targeted save rate, case closure rate, and analyze feedback to propose product and process improvements.
PatientPop has one simple mission: to help healthcare practices thrive. We do this by giving providers everything they need attract and recall patients to continuously grow their practices.
Our solution is the first complete cloud-based platform that's HIPAA-compliant and proven to accelerate new patient acquisition, while also eliminating the need for dedicated marketing resources. With PatientPop, providers can attract more patients, manage online reputation, modernize the patient experience, and automate the front office — all without sacrificing quality patient care. Learn more at patientpop.com
We will consider for employment all qualified Applicants, including those with Criminal Histories, in a manner consistent with the requirements of applicable state and local laws , including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.