Retention Associate (Hybrid in San Diego) [United States]

 

Who We Are:

With a legacy spanning over 20 years, Integrated Practice Solutions is the market leader in practice management software for chiropractic (ChiroTouch, ACOM Health), optometry (RevolutionEHR), and therapy practices (ClinicSource) across the United States. We are a growing and profitable, privately-funded organization who stays ahead of the pack by constantly innovating, growing, and developing new products and services that serve the health and wellness profession. Our software helps practitioners create a positive in-clinic experience for patients, from scheduling to treatment to payment and insurance processing. Our vision – to be the most loved, most essential software and service provider for every practice – is not just words. These words reflect who we are as a company, and who we are as people.

Department Overview:

The retention team’s primary focus is the customer. Whether it be a proactive or reactive action, the team is here to ensure our customers continue to use our products for years to come. In collaboration with other departments, the retention team orchestrates retention efforts with the customer’s best interest at heart.

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Your Career Opportunity:

Customer Retention Specialists work closely with clients and requires exceptional drive, forward-thinking, a high level of collaboration and problem-solving skills, and the flexibility to grow with additional responsibilities and respond quickly to changing priorities.

Success in this role is demonstrated through maintaining client engagement and resolving obstacles to their success through collaboration with other teams and individuals. The ideal candidate will have a drive for demonstrating results while maintaining a positive attitude when faced with challenges.

Your Areas of Accountability:

Customer Retention Specialists work closely with clients and requires exceptional drive, forward-thinking, a high level of collaboration and problem-solving skills, and the flexibility to grow with additional responsibilities and respond quickly to changing priorities.

Success in this role is demonstrated through maintaining client engagement and resolving obstacles to their success through collaboration with other teams and individuals. The ideal candidate will have a drive for demonstrating results while maintaining a positive attitude when faced with challenges. The characteristics of a qualified Retention Specialist would include the following.

• Ability to respond to incoming requests for cancellation of software and services, and work with customers to solve issues to retain them.
• Ability to Retain customers via inbound/outbound calls and other correspondence.
• Ability to prevent customer cancellations and ensure customer satisfaction by reasonable negotiations that provide solutions that are beneficial to the company and attractive to the customer.
• Maintain good customer relations and work effectively with clients to accomplish their practice goals.
• Identify and document needs, problems, and solutions for your clients.
• Collaborate with other team members, and cross-teams to proactively reach out to at-risk clients to solve concerns before they develop into problems.
• Maintain an understanding of offered products and services in order to offer the best solutions to meet client needs.
• Independently manage research and employ problem-solving techniques to find solutions to client needs

Competencies for Success:

Must-haves

• Excellent "people skills" — the ability to organize and motivate others, negotiate, and keep engagement and confidence levels high.
• Superb communication skills in all forms, bilingual English/Spanish a plus
• Ability to maintain control over conversations and speak with clarity and confidence
• Ability to identify and assess customers’ needs to achieve a high level of customer satisfaction
• Comfort with basic computer applications, browser, email, etc
• Experience with Microsoft Office products and tools
• Ability to adapt to change while maintaining priorities

Nice-to-haves

• Previous experience in retention role
• Experience with chiropractic or medical office management
• Understanding of basic accounting principle

At Integrated Practice Solutions, we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills. These considerations can cause compensation to vary but we reasonably expect to pay between $33,050-$68,650 for this position.

Integrated Practice Solutions is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.

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