Retention Specialist

Retention Specialist

All American Home Care is seeking a Retention Specialist to support both caregiver and client engagement, reduce turnover, and strengthen relationships across our home care services.

This role focuses on maintaining consistent communication, identifying early signs of disengagement, and resolving concerns before they lead to call-offs, service disruptions, or client dissatisfaction. The goal is to keep both caregivers and clients active, supported, and satisfied.

Key Responsibilities

• Caregiver & Client Engagement
• Maintain regular communication with active caregivers and clients
• Conduct check-ins to assess satisfaction, availability, and concerns
• Identify early signs of disengagement (missed shifts, complaints, lack of communication)
• Build strong relationships to improve caregiver retention and client satisfaction
• Issue Resolution
• Respond to caregiver and client concerns, complaints, or service issues in a timely manner
• Work closely with coordination and operations teams to resolve scheduling or case-related issues
• Support caregivers and clients in navigating concerns and expectations
• Escalate unresolved issues when necessary
• Attendance & Performance Monitoring
• Monitor caregiver attendance, call-offs, and reliability
• Follow up on missed shifts and document outcomes
• Identify patterns and provide feedback to management
• Exit Prevention & Follow-Up
• Conduct stay interviews with caregivers at risk of leaving
• Follow up with caregivers who reduce availability or disengage
• Support re-engagement efforts when possible
• Conduct follow-ups with clients to ensure satisfaction and continuity of care
• Reporting & Communication
• Maintain accurate records of all interactions and follow-ups
• Provide regular updates to management on retention trends and concerns
• Collaborate with recruitment, coordination, and HR teams

Qualifications

• 1–3 years of experience in home care, customer service, HR, or retention-focused roles
• Strong communication and interpersonal skills
• Ability to handle sensitive situations with professionalism
• Strong organizational and follow-up skills
• Ability to manage multiple cases in a fast-paced environment
• Comfortable speaking with caregivers and clients daily

What Success Looks Like

• Reduced clients/caregiver turnover
• High levels of caregiver engagement and client satisfaction
• Issues identified and resolved early
• Consistent follow-up and accurate documentation
• Strong relationships with both caregivers and clients

What We're Looking For

• Someone proactive and people-focused
• Strong sense of ownership and accountability
• Calm, solution-oriented approach to problems
• Ability to build trust and maintain relationships