Virtual Assistant – Client Engagement & Retention Specialist

Virtual Assistant – Client Engagement & Retention Specialist (Healthcare)

Overview:
We are seeking a highly proactive and detail-oriented Virtual Assistant to support client engagement, retention, and reactivation efforts within a growing outpatient mental health organization.

This is not a passive administrative role. You will play a direct role in reducing cancellations by responding promptly to missed calls, engaging and re-engaging our referral partners, reactivating inactive clients, and improving appointment adherence across multiple locations.

Key Responsibilities:

• Call inactive or past clients to support reactivation and re-engagement

• Contact clients immediately after:
o Missed appointments
o Same-day cancellations
o Reschedules

• Review client retention reports and:
o Identify clients below 70% attendance
o Proactively call to confirm upcoming appointments
o Address barriers and improve adherence

• Ensure all appointments are confirmed in advance to reduce no-shows

• Conduct outreach to external contacts to:
o Gather referral contact information
o Support email and fax outreach campaigns

• Document all interactions clearly in internal systems

Success Metrics:
• Increase in client retention rate
• Reduction in no-show and cancellation rates
• Speed of outreach (time from missed appointment to contact)
• Reactivation rate of inactive clients

Ideal Candidate:
• Strong phone presence and ability to handle sensitive conversations
• Highly organized and responsive
• Comfortable working in healthcare/mental health environment
• Able to take initiative without constant supervision
• Its good with details, and will put Ready to Call in their subject heading when they respond to this email
• Experience with CRM/EHR systems preferred
• This requires ability to work in EST time zone

Bonus:
• Experience in patient engagement, call centers, or healthcare coordination