About us
LifeMD is headquartered in NYC and is a leading provider of virtual primary care. LifeMD offers telemedicine, laboratory and pharmacy services, and specialized treatment across more than 200 conditions, including primary care, men’s health, women’s health, allergy & asthma, and dermatology. Leveraging a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, and a US-based patient care center, LifeMD is elevating healthcare by increasing access to top-notch and affordable care. LifeMD is currently in the midst of immense growth and was recently ranked #166 in the 2023 Deloitte Fast 500.
About the role
We are actively seeking a dedicated, full-time Loyalty Specialist to join our team. The core mission of the Loyalty Department is to retain patients by addressing concerns and offering solutions tailored to their needs.
As a Loyalty Department Representative, you will be responsible for direct interaction with patients who are considering leaving our services. You will identify their concerns, offer relevant options, and help resolve issues to ensure long-term customer retention. You will own our patient's customer journey and serve as a point of contact until resolution is reached. Your ability to listen, empathize, and provide personalized solutions will be key to success.
Responsibilities
- Engage with patients who are considering canceling or downgrading services, understanding their concerns and motivations
- Present tailored retention solutions, offers, and alternatives to encourage patients to remain with the service
- Document customer interactions, reasons for cancellations, and any resolution actions taken
- Collaborate with internal teams to identify trends and develop strategies for improving retention
- Ability to de-escalate and resolve customer issues
- Maintain clear and accurate records of all customer interactions in the CRM system
- Provide insights and feedback on recurring issues or trends to help improve service offerings
- A minimum of 90 days in the current role (internal candidates)
- Strong verbal communication skills with an emphasis on problem-solving and negotiation.
- Ability to work independently and in a fast-paced environment.
- Experience with LifeMD systems and ability to document customer interactions accurately.
- A customer-first mindset and the ability to stay calm under pressure.
- Excellent organizational skills with attention to detail.
- Pay: $28.00/hour
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation & Public Holidays)
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What We Do
LifeMD is a leading direct-to-patient Telehealth company leveraging deep expertise in medicine, technology and marketing to elevate healthcare. Our mission is to improve the health and happiness of our patients with healthcare that is honest, affordable, timely, and easy. LifeMD exists to help patients, getting them the care and medications they need while helping them navigate the changing world of medicine. We’re elevating the healthcare experience through Telehealth. Our brands are intensely focused on our patients, constantly striving to deliver a better end-to-end healthcare experience through technology, and provide our patients a transparent, convenient and cost-effective platform to access the quality medical care, prescription medications and OTC products they need. Already, we have treated more than 600,000 patients via our telehealth services and product lines, which include Shapiro MD, Rex MD and Nava MD. But these are just steps toward creating a platform that will span many different medical conditions and indications. We are building a comprehensive healthcare experience that offers primary care, gives patients direct contact with their personal physicians, responds quickly to their concerns, centralizes and leverages their medical histories, and meets their needs in the areas that most impact their quality of life. We are driven to create and provide the ultimate in healthcare.
