Position Summary

The Patient Retention & Experience Specialist is responsible for strengthening Evolve Telemedicine's relationships with existing patients, reducing preventable attrition, re-engaging appropriate lapsed patients, resolving patient-experience issues, and increasing long-term patient engagement. The role is a hybrid of patient concierge, account manager, retention specialist, and experience-recovery professional. It is not simply a customer-service position and is not a traditional sales position. The Specialist serves as the nonclinical relationship owner for an assigned portfolio of Evolve patients and proactively manages the patient experience throughout the patient lifecycle.

The Specialist focuses on keeping appropriate patients engaged, identifying and resolving preventable causes of attrition and making every patient feel that Evolve knows who they are and is actively managing their experience. Success is measured primarily through patient retention, tenure, successful resolution of patient concerns, reactivation, patient experience, and compliance—not through the sale of individual medications or treatments.

This position complements, but does not replace, Evolve's Patient Care Coordinators ("PCCs"). PCCs facilitate the patient's ongoing care and administrative journey. The Patient Retention & Experience Specialist owns preventable churn, at-risk patient intervention, retention, reactivation, experience recovery, and the nonclinical components of patient lifetime value. The Specialist works closely with PCCs, providers, clinical leadership, pharmacy/laboratory partners, and operations personnel to identify and resolve issues that could negatively affect the patient's relationship with Evolve.

Essential Responsibilities

1. Patient Relationship Management

· Develop and maintain strong relationships with an assigned portfolio of existing Evolve patients.

· Conduct proactive outreach at appropriate points in the patient lifecycle to ensure patients understand next steps and feel supported.

· Respond to nonclinical patient questions and concerns promptly and professionally.

· Identify friction in the patient experience and coordinate internally to resolve issues before they result in patient attrition.

· Create an experience in which patients feel known, supported, and valued by Evolve.

2. Retention & Attrition Prevention

Monitor assigned patient cohorts for indicators of disengagement or potential attrition.

Identify patients who:

Are approaching expected follow-up or reorder periods;
Have become inactive or unresponsive;
Have canceled or failed to schedule follow-up appointments;
Have failed to complete required administrative steps;
Have expressed dissatisfaction or concerns;
Have indicated an intention to discontinue their relationship with Evolve; or
Otherwise demonstrate established indicators of potential attrition.

Prioritize outreach according to patient risk and established Evolve retention protocols.

3. At-Risk Patient Intervention and Saves

Own the nonclinical intervention process for eligible patients identified as being at risk of leaving Evolve. Contact patients within established service-level expectations, generally within 7–14 days or sooner when appropriate.

Determine the primary reason for potential attrition, including:

Price or affordability;
Patient service concerns;
Shipping or fulfillment problems;
Provider or communication concerns;
Scheduling or access issues;
Laboratory or pharmacy issues;
Lack of perceived value;
Competitive alternatives; or
Other patient-experience issues.

Resolve issues within the Specialist's authority and escalate clinical, financial, operational, or compliance matters when necessary. The Specialist shall never attempt to override a provider's clinical judgment or encourage a patient to continue treatment when discontinuation is clinically appropriate.

4. Patient Reactivation

· Maintain a structured process for identifying and contacting eligible lapsed patients. Determine why patients are disengaged and, where appropriate, explain available options for re-engaging with Evolve.

· Coordinate appointments, laboratory requirements, provider follow-up, and other administrative steps necessary to facilitate appropriate reactivation.

· Document reactivation outcomes and reasons patients elect not to return.

5. Patient Experience Recovery

Serve as a primary escalation resource for existing patients experiencing significant service issues. Take ownership of appropriate patient concerns through resolution rather than simply transferring the issue to another department. Coordinate with internal departments and external partners to address service failures. Follow up with patients following resolution to confirm that concerns have been appropriately addressed. Identify recurring service failures and recommend systemic solutions.

6. Nonclinical Care Coordination

Assist patients with administrative aspects of their ongoing relationship with Evolve, including:

Scheduling;
Laboratory coordination;
Provider communications;
Prescription/refill workflow;
Pharmacy and shipping questions;
Account and payment questions; and
Other non-clinical administrative needs.

Clinical questions, treatment decisions, medication changes, dosing questions, adverse-event concerns, and other matters requiring professional judgment must be referred to an appropriately licensed provider.

7. Patient Education

Educate patients regarding Evolve's:

Services and patient experience;
Administrative processes;
Pricing;
Concierge or membership offerings;
Available programs and resources; and
Appropriate next steps.

The Specialist may explain available Evolve services but shall not diagnose, recommend treatment, make clinical representations, or provide medical advice.

8. Voice of the Patient

Systematically capture and categorize the reasons patients disengage, complain, lapse, reactivate, or leave Evolve.

Identify patterns involved:

Pricing;
Provider experience;
Product availability;
Pharmacy experience;
Shipping;
Laboratory services;
Communications;
Scheduling;
Competitive alternatives; and
Other patient-experience issues.

Provide management with regular reporting and actionable recommendations regarding preventable attrition.

9. Portfolio Management

· Manage an assigned portfolio or cohort of Evolve patients.

· Monitor portfolio-level metrics including retention, attrition, tenure, saves, reactivations, patient satisfaction, and engagement.

· Maintain accurate and timely documentation of patient outreach and outcomes.

· Use Evolve systems and reporting tools to prioritize intervention based upon established risk indicators.

· Performance Expectations

Performance will be evaluated using a balanced scorecard that may include:

90-day and 180-day patient retention;
Cohort retention improvement;
Patient tenure;
At-risk patients save rate;
Lapsed-patient reactivation rate;
Patient satisfaction and experience;
Follow-up and administrative completion rates;
Response and resolution times;
Documentation quality; and
Compliance with clinical, legal, privacy, and operational requirements.

Revenue preservation and patient lifetime value are important business outcomes of the position; however, the Specialist's role is to retain appropriate patients by improving their experience—not to maximize medication utilization or persuade patients to purchase medically unnecessary services.

Preferred qualifications include:

Three plus (3+) years of experience in patient experience, healthcare customer success, account management, retention, concierge healthcare, telehealth, or a related field;
Demonstrated ability to build strong relationships through telephone, email, text, and digital communications;
Experience in resolving complex or emotionally sensitive customer/patient issues;
Strong organizational and portfolio-management skills;
Ability to identify patterns and translate patient feedback into actionable recommendations;
Comfort working in a performance-driven environment with measurable retention objectives;
Excellent written and verbal communication skills;
Sound judgment and ability to recognize when an issue requires clinical or management escalation;
Experience with CRM, EHR, patient-management, or customer-success systems; and
Knowledge of HIPAA and healthcare privacy expectations preferred.

Join us in transforming patient experiences by providing compassionate support that fosters trust and loyalty. We value dedicated professionals committed to making a positive impact on healthcare journeys while enjoying a collaborative work environment focused on growth and excellence.

Pay: $50,000.00 - $75,000.00 per year

Benefits:

401(k) matching
Dental insurance
Employee discount
Health insurance
Health savings account
Paid time off
Referral program
Retirement plan
Vision insurance

Work Location: Remote

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