Remote Retention Agent (US EST Overlap)

About the role

We are seeking a compassionate and proactive Retention Agent to keep patients engaged throughout their VR therapy journey. Working remotely with overlap to US Eastern Time, you will build meaningful relationships after onboarding, providing support, encouragement, and accountability to ensure therapy compliance.

Key responsibilities

• Take ownership of patients’ experience after their first therapy session and maintain ongoing engagement.
• Encourage consistent use of prescribed VR therapy, monitoring headset usage and compliance.
• Identify inactive members, conduct outbound calls, and document reasons for disengagement.
• Build trust, understand barriers, and provide empathetic support to sustain therapy adherence.
• Record all interactions, follow‑up actions, and outcomes in the CRM system.
• Collaborate with internal teams to deliver a seamless patient experience.
• Achieve retention and engagement KPIs while serving a predominantly senior patient population.

Required profile

• Minimum 2 years of experience in retention, customer success, patient support, or similar customer‑facing roles.
• Background in healthcare, health‑tech, telehealth, or medical devices.
• Proven outbound calling and relationship‑building abilities.
• Excellent verbal and written English communication skills.
• Strong organizational, documentation, and computer proficiency.
• Comfortable learning new technologies and working remotely.

Required skills

What we offer

• Base salary USD 1,600 – 2,000 per month.
• Performance‑based variable compensation (20‑30%).
• Fully remote work with flexible schedule aligned to US EST.
• Opportunity to make a meaningful impact in a fast‑paced, mission‑driven healthcare environment.