Overview
The Retention Support Co-ordinator plays a key role in supporting the Retentions function by providing administrative, reporting and coordination support to improve patient retention and reduce revenue leakage.
The role focuses on identifying at-risk patients, monitoring trends, supporting retention initiatives and ensuring accurate tracking of patient activity across the lifecycle.
While primarily a support-based role, there is an element of inbound and outbound patient contact where required, assisting the wider team in re-engaging patients and supporting retention activity.
This is a hybrid role combining data, coordination and patient interaction, contributing to overall retention performance and patient experience.
Who is BioID Health
BioID Health is a developing nationwide remote medical provider of Bioidentical Hormone Therapy. This evolving and innovative new field of medicine treats the symptoms of hormone deficiency by mimicking the effects of natural hormone production. Our clinician-led treatment pathway uses unique and tailor-made bioidentical hormones to treat symptoms of low or imbalanced hormones in both men and women.
BioID aims to provide a safe, effective, and exclusive bespoke service with consultation and prescription of bioidentical hormones by specialist clinicians. We are in a period of growth and development and are looking to recruit the best candidates to deliver our gold standard vision to our patients.
BioID offers full and comprehensive training to its employees, so a pre-existing knowledge of hormone replacement therapy is not mandatory.
Why Join Us
We are a rapidly growing organisation, expanding and introducing new services as we continue to evolve. This is an exciting time to join the business and play a meaningful role in shaping its development and future direction.
Our work supports individuals on their personal health and wellbeing journeys, and being part of a business that delivers positive, life-changing outcomes is genuinely rewarding. The sense of achievement in making a real difference is shared across the entire organisation.
As an expanding company, we offer opportunities for learning, career progression and professional development, alongside a supportive and collaborative working culture that values innovation, commitment and continuous improvement.
Key Responsibilities
Retention Support & Coordination
· Support the Retentions team with day-to-day administrative and coordination tasks
· Assist in the identification of at-risk patients based on defined triggers and behaviours
· Maintain and update tracking systems relating to patient retention activity
· Support the execution of retention campaigns and initiatives
· Ensure accurate record-keeping across all systems
Data Analysis & Reporting
· Monitor patient data to identify trends, drop-off points and retention risks
· Produce regular reports on retention activity, outcomes and performance
· Highlight patterns or concerns to the Retentions team and wider business
· Support continuous improvement by providing data-led insights
Patient Engagement Support
· Conduct outbound contact to patients identified as at risk, where required
· Support inbound queries relating to retention or ongoing patient journeys
· Assist in re-engagement activity to encourage patients to continue treatment
· Ensure all communication is professional, empathetic and aligned with company standards
Operational & Administrative Support
· Assist with managing patient journeys and follow-up actions
· Support coordination between Retentions, Clinical and Patient Support teams
· Ensure tasks and actions are completed in line with internal processes
· Contribute to improving processes to enhance efficiency and patient experience
Skills & Experience
Essential
· Strong administrative and organisational skills
· Good analytical ability with attention to detail
· Confident using systems and managing data
· Strong written and verbal communication skills
· Ability to manage workload and prioritise effectively
Desirable
· Previous experience in a support, coordination or administrative role
· Exposure to customer service, patient support or retention-based environments
· Experience working with reporting or data analysis
· Experience handling inbound/outbound calls
Key Attributes
· Patient-focused and empathetic approach
· Proactive and detail-oriented
· Comfortable working both independently and as part of a team
· Able to identify issues and suggest improvements
· Adaptable within a growing and evolving business
Additional Information
- This role may include some inbound and outbound call activity as required by business needs
- Commission may be earned based on contribution to retention activity and outcomes (non-contractual)
- Full training will be provided
Pay: £26,000.00 per year
Experience:
- Administrative: 1 year (required)
- Healthcare: 1 year (preferred)
- Customer service: 1 year (required)
- Outbound calling: 1 year (preferred)
- Customer retention: 1 year (preferred)
- Regulatory reporting: 1 year (preferred)
- Data entry: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Stockport SK1 1HG
