Sales and Retention Specialists

Experience: 1-2 Years
Employment Type: Contractual
Location: Canada (Must have a permanent Canadian Citizenship)
Work Arrangement: 100% Remote
Industry: Healthcare / Telehealth /Retail/ E-commerce

Pref Locations: Moncton, Saint John, Fredericton (New Brunswick) and Halifax (Nova Scotia), Canada

Client Base: United States

About the Role

We are looking for an experienced and customer-focused Patient/Sales & Retention Specialist to support patient engagement, retention, and overall experience.

The ideal candidate will proactively engage with patients throughout their healthcare journey, address concerns, prevent cancellations, resolve non-clinical issues, and encourage continued participation in their care programs.

This role requires excellent communication, strong objection-handling skills, empathy, and the ability to manage high-volume patient interactions while maintaining compliance with HIPAA, PHI, and privacy requirements.

Please note: This is a non-clinical role. The specialist will not provide medical advice or make clinical decisions.

Key Responsibilities

* Conduct proactive outbound patient outreach through phone, email, chat, SMS, and other approved communication channels.
* Support patient throughout onboarding, order placement, fulfillment, medication delivery, and refill readiness.
* Handle cancellation, refund, and non-renewal requests with empathy and professionalism.
* Identify patient concerns, address objections, and implement approved retention and cancellation-prevention strategies.
* Educate patient on program details, pricing, refill options, bundles,



and available care plans using approved guidelines.
* Identify and resolve non-clinical issues related to order status, portal access, payment failures, fulfillment delays, and patient engagement.
* Manage assigned patient portfolios and follow-up queues while meeting defined SLAs and productivity targets.
* Maintain accurate documentation of patient interactions, outreach attempts, cancellation reasons, retention outcomes, and escalations in CRM systems.
* Coordinate with billing, pharmacy, patient support, and clinical teams to ensure timely issue resolution.
* Follow HIPAA, PHI, data privacy, and information security guidelines at all times.
* Escalate all clinical, medication-related, and patient safety concerns to the appropriate clinical team.
* Participate in quality reviews, coaching sessions, and continuous improvement initiatives.

Required Qualifications & Skills

* Minimum 1 year of experience in patient retention, patient support, healthcare operations, inside sales, account management, telehealth, or contact center operations.
* Excellent verbal and written communication skills.
* Robust patient engagement, objection handling, negotiation, and conflict-resolution abilities.




* Proven experience in patient retention, cancellation prevention, and patient relationship management.
* Ability to manage high-volume outbound calls and follow-up activities.
* Familiarity with CRM platforms, helpdesk tools, EHR systems, dialers, and other patient support applications.
* Strong attention to detail and accurate documentation skills.
* Ability to follow SOPs, approved scripts, pricing guidelines, and escalation procedures.
* Understanding of HIPAA, PHI, and healthcare data privacy requirements is preferred.
* Ability to work in a rapid-paced environment and consistently achieve productivity, quality, and SLA targets.

Important Requirements

* Must be a Permanent Canadian Resident.
* Must be comfortable handling sensitive patient information while maintaining strict confidentiality.
* Willingness to complete mandatory HIPAA and compliance training.
* Strong schedule adherence and skilled communication skills.

If you have a strong background in patient engagement, patient retention, and healthcare support, we would love to hear from you!

Expected hours: 40.0 per week

Application question(s):

- Do you have atleast 2 years of inside sales, tele-sales, or inbound/outbound phone sales with a monthly quota?
- Agrees to complete mandatory HIPAA and TCPA compliance training?
- Are you comfortable with PST Time zone?
- Do you have your own computer and USB noise-cancelling headset?
- Do you have permanent Canadian Citizenship/ Work Visa Authorization?

Experience:

- Total: 2 years (required)

Work Location: Remote

📌 Outbound Sales Agent || (Independent Contractor) (Canada)
🏢 Intelegencia
📍 Canada