Care Continuity & Patient Retention Manager in Irving, Texas at Call On Doc
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Job Description
Care Continuity & Patient Retention Manager
We are seeking a Care Continuity & Patient Retention Manager to design, monitor, and improve the systems that ensure patients remain engaged, supported, and successful throughout their treatment programs.
This role sits at the intersection of clinical operations, patient experience, and growth, and is responsible for identifying and resolving the structural causes of patient churn.
The Care Continuity Manager will ensure that care completes, continues, and converts into repeat usage, particularly for subscription-based programs such as Rx delivery and chronic care management.
This role will work closely with Clinical Operations, Lifecycle Marketing, Customer Support, and Product teams to improve patient retention, satisfaction, and long-term program value.
Core ResponsibilitiesOwn the patient care lifecycle from onboarding through long-term treatment adherence
Design and manage systems that ensure care continues across visits, refills, and treatment milestones
Identify high-risk patients using behavioral or operational signals and implement proactive intervention workflows
Patient Retention & Intervention
Develop and manage save and recovery workflows for patients showing early signs of disengagement (missed follow-ups, refill delays, complaints, or missed check-ins)
Monitor engagement and adherence among subscription patients and implement strategies to prevent cancellations
Partner with Lifecycle Marketing to support patient outreach and engagement programs
Churn Analysis & System Improvement
Analyze patterns in patient cancellations and disengagement to identify root causes of churn
Drive cross-functional initiatives with Clinical Operations, Product, and Support teams to resolve structural issues affecting care continuity
Lead escalation and resolution of recurring operational issues impacting patient experience and retention
5–10+ years of experience in healthcare operations, telehealth, digital health, care management, patient experience, or healthcare program management
Experience working in telehealth, population health, chronic care programs, or subscription-based healthcare services preferred
Demonstrated experience designing or improving patient engagement, retention, or care continuity workflows
Strong analytical ability with experience evaluating patient behavior, churn patterns, and operational performance metrics to identify and resolve root causes of care drop-off
Experience managing or optimizing patient lifecycle workflows, including follow-ups, refill systems, or care coordination
Proven ability to work cross-functionally with clinical teams, operations, product, and growth teams to implement scalable process improvements
Experience implementing operational systems or patient engagement programs at scale
Ideal candidates understand how healthcare delivery systems function and can identify where and why patients fall out of care—and design systems that ensure care completes, continues, and converts into repeat usage.
EducationOne of the following educational backgrounds is preferred:
Bachelor’s degree in Healthcare Administration, Public Health, Nursing, Health Sciences, Business Administration, or a related field
Master’s degree preferred (MBA, MPH, MHA, or similar healthcare-related program)
Clinical background (RN, PA, or other healthcare training) is a plus but not required
Benefits:
- 401(k)
- Health insurance
- Parental Leave
- Paid time off