Retention Agent (Remote)

Location: South Africa (Remote)
Working Hours: Must have overlap with US Eastern Time (EST)
Salary: USD $1,600–$2,000/month base + 20–30% performance-based variable compensation

Role Overview

We're looking for a compassionate and proactive Retention Agent to help patients stay engaged throughout their therapy journey. In this role, you'll build meaningful relationships with patients after their initial onboarding, providing ongoing support, encouragement, and accountability to help them remain compliant with their prescribed treatment.

Success in this role requires strong communication skills, empathy, and the ability to identify and overcome barriers that may prevent patients from continuing therapy. You'll work closely with internal teams while leveraging CRM tools and outbound outreach to improve patient engagement, therapy adherence, and long-term retention. This is an excellent opportunity for someone who enjoys making a meaningful impact while working in a fast-paced, mission-driven healthcare environment.

Key Responsibilities

Support patients after they have completed the onboarding process, taking ownership of their journey following their initial therapy session.
Once patients have attended their first therapy session, they transition from the Onboarding team to the Retention team, where you will proactively engage them throughout their therapy journey.
Encourage patients to continue using their prescribed VR therapy, ensuring compliance requirements are met through consistent participation and headset usage.
Monitor patient activity and conduct outbound calls to members who have become inactive.
Build trust with patients, understand barriers to engagement, and provide empathetic support to encourage continued therapy.
Document patient interactions, reasons for disengagement, and follow-up actions accurately.
Utilize CRM systems and automated outreach tools to manage patient engagement.
Collaborate with internal teams to ensure a seamless patient experience.
Meet retention and engagement KPIs while delivering an exceptional patient experience.
Support a predominantly senior patient population with patience, empathy, and clear communication.

Qualifications

Required

2+ years of experience in Retention, Customer Success, Patient Support, Member Services, or a similar customer-facing role.
Previous experience handling a high volume of 100–150 calls per day, through either inbound or outbound calling.
Strong B2C (business-to-consumer) customer-facing experience, preferably in a role involving frequent phone interactions.
Experience in healthcare, health-tech, telehealth, or medical devices.
Experience with customer lifecycle management, retention strategies, or patient engagement programs.
Strong outbound calling and relationship-building experience.
Excellent verbal and written English communication skills.
Strong documentation, organizational, and computer skills.
Comfortable learning new technologies and working in a remote environment.
Familiarity with CRM platforms and automated dialing systems.

Retention Agent - 21044