Retention Specialist

Key Responsibilities

• Maintain regular communication with active caregivers and clients
• Conduct check-ins to assess satisfaction, availability, and concerns
• Identify early signs of disengagement (missed shifts, complaints, lack of communication)
• Build strong relationships to improve caregiver retention and client satisfaction
• Respond to caregiver and client concerns, complaints, or service issues in a timely manner
• Work closely with coordination and operations teams to resolve scheduling or case-related issues
• Support caregivers and clients in navigating concerns and expectations
• Escalate unresolved issues when necessary
• Monitor caregiver attendance, call-offs, and reliability
• Follow up on missed shifts and document outcomes
• Identify patterns and provide feedback to management
• Congduct stay interviews with caregivers at risk of leaving
• Follow up with caregivers who reduce availability or disengage
• Sustain re-engagement efforts when possible
• Congduct follow-ups with clients to ensure satisfaction and continuity of care
• Maintain accurate records of all interactions and follow-ups
• Provide regular updates to management on retention trends and concerns
• Collaborate with recruitment, coordination, and HR teams

Qualifications

• 1–3 years of experience in home care, customer service, HR, or retention-focused roles
• Strong communication and interpersonal skills
• Ability to handle sensitive situations with professionalism
• Strong organizational and follow-up skills
• Ability to manage multiple cases in a fast-paced environment
• Comfortable speaking with caregivers and clients daily