Retention Coordinator

 At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview:

Coordinator, Retention Operations This critical role will be responsible for handling all customer retention cases that stem from our small business customers.  This role will focus on customer case resolution and the primary role will be to retain customers through product knowledge along with case resolution. Reporting to the Retention Manager, this role will serve as an important resource in driving full revenue recognition and positive customer experiences. This individual needs to be able to “re-sell” our product but also be able to quickly evaluate the health and history of a customer to quickly propose viable retention strategies. This individual should thrive on making customers happy and help provide feedback to management on ways to improve the overall attrition of the business. If you are looking for a role that directly impacts core company goals, influences best practices, and being rewarded for strong performances and has career mobility, this is the role for you.

For Full-Time Employees we offer:

• Competitive health, dental, and vision benefits
• Guardian Hospital Indemnity coverage
• Life & LTD
• 401(k) matching up to 3%

Primary Job Duties:

• Drive positive customer experiences through being communicative, informative, positive, professional, and timely during case resolution.
• Become a customer advocate by being both empathetic and results oriented.
• Embrace department KPIs, using them to measure and drive overall self-performance and additional compensation opportunities.
• Become a true company advocate, generating further sales opportunities through positive customer experiences.
• Generate outbound calls to successfully resolve open cases related to Retention Inquiries.
• Act as a subject matter expert on pricing and products, helping to drive Retention.
• Educating the customer on rates and product features.
• Develop strategies and methods to improve Retention efforts.
• Develop plans to address negative retention patterns and improve enrollment patterns.

Minimum qualifications:

• 5 minimum years of working experience in billing, service and/or sales.
• Ability to handle roughly 30 calls a day and 25-30 cases resolved each day.
• Experience in customer retention a plus.
• Dependable, trustworthy and reliable
• Strong retention and customer-facing skills.
• Experience working with a CRM (preferably Salesforce) and related data sets.
• Bachelor’s degree preferred.
• Proficiency in Microsoft Word, Excel, and Outlook a must
• Excellent written and verbal communication skills.
• Proven numerical and analytical skills.
• Thrives in fast paced environment.
• Experience in payment services and/or SaaS environment preferred, a plus.

About Us:

Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.

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