Retention Specialist

Retention Specialist – Home Care

One Better Care is seeking a proactive, energetic, and people\-focused Retention Specialist to support caregiver and client engagement across our home care services.

This role is focused on building strong relationships with caregivers and clients, improving satisfaction, reducing turnover, and preventing service disruptions before they happen. The Retention Specialist will maintain regular communication, identify early signs of disengagement, resolve concerns quickly, and help ensure caregivers and clients feel supported, valued, and heard.

This is an excellent opportunity for someone with strong communication skills, a customer\-service mindset, and a passion for helping people in a fast\-paced healthcare environment.

Job Summary

The Retention Specialist will play a key role in maintaining caregiver and client satisfaction by providing consistent follow\-up, resolving concerns, monitoring attendance trends, and supporting long\-term engagement.

The ideal candidate is professional, organized, calm under pressure, and able to build trust with caregivers, clients, families, and internal team members.

Key ResponsibilitiesCaregiver \& Client Engagement

• Maintain regular communication with active caregivers and clients.
• Conduct routine check\-ins to assess satisfaction, availability, concerns, and service quality.
• Build strong relationships with caregivers and clients to improve retention and satisfaction.
• Identify early warning signs of disengagement, including missed shifts, complaints, poor communication, reduced availability, or dissatisfaction.
• Support caregivers and clients with professionalism, empathy, and a solution\-focused approach.

Issue Resolution

• Respond promptly to caregiver and client concerns, complaints, and service\-related issues.
• Work closely with scheduling, coordination, HR, recruitment, and operations teams to resolve problems.
• Help caregivers and clients understand expectations, policies, and service processes.
• Escalate unresolved or serious issues to management when appropriate.
• Follow up after concerns are resolved to ensure continued satisfaction.

Attendance \& Performance Monitoring

• Monitor caregiver attendance, call\-offs, missed shifts, and reliability concerns.
• Follow up with caregivers regarding attendance issues and document outcomes.
• Identify patterns that may impact client care, caregiver performance, or retention.
• Provide feedback and updates to management regarding caregiver trends and concerns.

Retention \& Exit Prevention

• Conduct stay interviews with caregivers who may be at risk of leaving.
• Follow up with caregivers who reduce availability, stop communicating, or show signs of disengagement.
• Support re\-engagement efforts when possible.
• Contact clients regularly to ensure satisfaction and continuity of care.
• Help prevent unnecessary caregiver turnover and client dissatisfaction through early intervention.

Documentation \& Reporting

• Maintain accurate and timely records of all caregiver and client interactions.
• Update CRM, scheduling, or internal systems as required.
• Track trends related to caregiver retention, client satisfaction, complaints, and call\-offs.
• Provide regular updates to management regarding retention challenges and improvement opportunities.

Qualifications

• 1–3 years of experience in home care, healthcare, customer service, HR, scheduling, recruitment, or retention\-focused roles preferred.
• Experience in a medical office, home care agency, or healthcare environment is a plus.
• Strong verbal and written communication skills.
• Excellent phone etiquette and ability to communicate with empathy and professionalism.
• Strong organizational and follow\-up skills.
• Ability to manage multiple cases and priorities in a fast\-paced environment.
• Comfortable speaking with caregivers, clients, and families daily.
• Strong computer skills, including data entry, CRM systems, scheduling software, and Microsoft Office.
• Bilingual abilities are highly preferred.
• Knowledge of medical terminology or home care services is a plus.
• Ability to handle sensitive or confidential information with discretion.

What We’re Looking For

• A proactive, people\-focused professional.
• Someone who takes ownership and follows through.
• A calm and solution\-oriented communicator.
• A person who can build trust with caregivers, clients, and internal teams.
• Someone who enjoys helping people and solving problems before they become bigger issues.
• A team player who understands the importance of caregiver reliability and client satisfaction.

What Success Looks Like

• Reduced caregiver and client turnover.
• Improved caregiver engagement and client satisfaction.
• Fewer missed shifts, call\-offs, and service disruptions.
• Concerns identified and resolved early.
• Strong relationships with caregivers, clients, and families.
• Accurate documentation and consistent follow\-up.

Why Join One Better Care?

At One Better Care, we are committed to providing quality care while supporting the caregivers and team members who make that care possible. As a Retention Specialist, you will play a meaningful role in strengthening relationships, improving service quality, and helping caregivers and clients feel supported every day.

Join our team and become a key part of building lasting relationships that make a real difference.

Pay: $49,767\.41 \- $59,934\.95 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote