Retention Manager
Retention Manager
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Job Description
The Key Result Areas (KRAs) for a Patient Retention Manager has to focus on strategies and actions that ensure patients continue to use the CHC treatment and health plans. Improving patient satisfaction building longterm relationships and enhancing the overall patient experience to encourage repeat visits till the time patient gets cured is the prima facia.
1. Patient Satisfaction and Experience
- Achieve a high patient satisfaction score to encourage repeat visits and positive wordofmouth.
- Maintain or improve patient satisfaction score from 90% or higher through surveys and feedback forms for each center.
- SOP : Design SOPS to ensure patient satisfaction and means to know dissatisfaction.
- Audit: Regular audit with doctors required to know the of treatment and its means and measures to retain patients with complete satisfaction.
- Live Testimonial: Patients who have cured/ like the treatment/ willing to refer to others/ are ready for a positive word of mouth for CHC staff of CHC Dr Tarang and his treatment medicines should be captured from each Center in their respective regional local language.
2. Retention Rate
- Increase the percentage of patients to return for additional services or followup appointments or renew plans.
- Improve patient retention rate by X% over the previous year tracking the number of patients who schedule and keep subsequent appointments. Month on month ( LFL) retention ratio to increase with rigorous monitoring and reduce the % of MNT ( Medicine Not Taken )
3. Patient Communication and Engagement
- Maintain regular effective communication with patients to keep them well informed and engaged with the clinic. In depth understanding the reason for MNT and design steps to revive the confidence of patient and bring them back to continue treatment.
- Frequency and quality of patient communications such as followup calls newsletters or appointment reminders and their impact on retention. Right testimonials literature videos of the respective cancer to be shared to increase the confidence of patient and their family.
4. Loyalty Program Participation
- Increase patient enrolment and participation in loyalty or membership programs that incentivize continued use of treatment.
- Growth in loyalty program membership by Y% and increased usage of services by loyalty program members.
5. Quality of FollowUp Care
- Ensure all patients receive timely and appropriate followup care enhancing their overall experience and likelihood to return.
- Percentage of patients who receive followup within a designated time frame and report satisfaction with their continued care.
6. Reduction in Patient Attrition
- Identify and address reasons for patient attrition (patients not returning patients dropping post one month treatment or after taking one set of medicine) and reduce the attrition rate.
- Decrease patient attrition rate by X% by analysing patient feedback exit interviews and implementing retention strategies.
Employment Type
Full Time
