Specialist I, Client Success (Retention)
Core
Reconnect with clients who have missed appointments or canceled care to help them rebook, find a new provider, or identify next steps in their mental healthcare journey.
Role type
Specialist I, Client Success (Retention)
Builds
Client retention and engagement within a mental healthcare platform
Domain
Mental healthcare / Health services
Deliverable
client delivery
Required skills
Empathy, live conversation skills, provider navigation, documentation, cross-functional collaboration, payor program knowledge, data-driven improvement
Preferred skills
Experience in people-facing roles, comfort with performance metrics, adaptability in fast-paced environments
Technologies
Autodialer, SMS, email, platform messaging features
Responsibilities
Conduct empathetic live conversations to rebook appointments or guide clients to new providers; Explain platform features and address client concerns; Record interactions for handoffs and pattern identification; Collaborate with clinical and operations teams to resolve issues; Navigate payor-specific requirements and EAP processes; Identify engagement barriers and advocate for client needs
Seniority
Individual Contributor, Specialist I