Client and Employee Retention Specialist

Premier Home Health Care Services, Inc. is a leading multi-state community-based service provider, specializing in both Care Management and Licensed Home Health Care Agency services.

Premier is currently seeking an experienced Client/Employee Retention Specialist for NYC.

The Client/ Employee Retention Specialist will primarily communicate directly with employees, customers, or members who have issues. They will gather information about the complaint and begin devising solutions and support for ongoing organizational improvement efforts.

Qualifications:

Education: College degree preferred or equivalent work experience.

Travel: Travel may be required for business purposes. If so, the employee must have a valid driver’s license issued by the state in which they work and a satisfactory driving record.

Work Experience:

a. A minimum of two years in a health care environment preferred

b. Ability to use computerized systems

c. Satisfactory verbal and written communication skills

d. Ability to work well under pressure

e. Strong problem solving and decision-making abilities.

f. Capable leader with excellent critical thinking skills

Additional Requirements: Bi-lingual – English/Spanish preferred.

Essential Job Responsibilities:

1. Develop and implement employee retention strategies that align with our company culture and objectives.

2. Monitor employee satisfaction through regular surveys and one-on-one meetings.

3. Identify workplace issues that could lead to increased employee turnover.

4. Work closely with management and HR to develop benefits packages and incentive schemes that attract and retain top talent.

5. Provide coaching and training to managers on retention strategies and employee satisfaction.

6. Prepare regular reports on retention and turnover metrics.

7. Develop and manage the CRM, Email, and SMS programs.

8. Develop and automate end-to-end CRM strategies focused on retention and win back of existing customer.

9. Vendor engagement and oversight and leads performance assessment of value benefit.

10. Provide leadership, direction, and functional guidance to junior team members.

11. Partner with other channels to ensure a seamless, holistic, and consumer experience.

12. Analyze client volumes and utilize the information to make needed adjustments and to develop strategic plans for the future.

13. Identify and support the use of current recruitment trends, vendors, and technologies.

14. Complete creative briefs and work with the appropriate teams (brand marketing, creative) to bring emails to execution.

15. Develop and execute test and learn initiatives, complete with detailed reporting for execution and rollout of plans.

16. Work as a consultant to drive business growth with product development, strategy, and management.

17. Work across the organization and collaborate with call center sales/operations team to develop and execute cancel-save strategies for call center agents.

18. Continually provide fresh ideas around improvements based on prevention/retention/saves trends and best-in-class benchmarks.

19. Achieve monthly targets in terms of renewal rates and other productivity metrics in maximizing revenue, minimizing cancellations and backlog.

20. All other duties as assigned

Job Type: Full-time

Pay: $24.04 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8-hour shift
• Monday to Friday

Work Location: In person