Customer Retention Agent

Role Description

• Perform proactive patient payment follow-ups via phone and digital messaging.

• Execute billing cycles in accordance with established schedules and data sets.

• Issue formal reminders for upcoming or overdue payment obligations.

• Foster strong patient rapport to drive long-term loyalty and retention.

• Address and resolve billing-related queries or complaints with a professional demeanor.

• Document all communication logs and payment updates accurately in the CRM/database.

• Liaise with Finance, Sales, and Operations teams to streamline the collection process.

Qualifications

• Execute billing processes accurately based on provided data and predetermined schedules.

• Comfortable working with targets and in a fast-paced environment.

• Capable of handling complaints and sensitive situations with professionalism and empathy.

• High attention to detail with a strong habit of maintaining accurate data records.

• Proficient in operating computers, specifically Microsoft Excel or Google Sheets.

• Possess a positive attitude, strong discipline, and a high level of responsibility.

• Prior experience in Collections, Customer Service, or Telemarketing is an added value.

• Excellent communication skills to interact effectively with patients and internal teams.