Retention Specialist (Renewal & Reactivation)

Function: Coach Operations | Twin Health India
Open Positions: 3
Program: Twin Precision Treatment (Reversal)
Reporting To: Head of Care Operations

Role Overview

We are looking for a Retention Specialist to drive membership renewals and reactivate discharged members, helping them continue or return to their treatment journey. This role involves consultative conversations with members about their health progress, treatment goals, reasons for hesitation, and available retention options.

You will work closely with members assigned coaches, Twin Doctors, and support teams. This is a dedicated retention role and does not involve managing a regular coaching panel.

Key Responsibilities

• Membership Renewals: Manage renewal conversations starting 10 days before the invoice date, following up on pending payments and helping members continue treatment before discharge.
• Member Engagement: Review members health progress, enrollment goals, and records before each conversation. Understand their concerns, including financial constraints, travel, difficulty following recommendations, self-directed care, or limited health outcomes.
• Retention Objection Handling: Communicate empathetically, address concerns without pressure, and offer approved retention options such as discounts, term extensions, Twin Doctor consultations, or increased coach follow-ups, where applicable.
• Reactivation: Contact discharged members, understand their reasons for discontinuing treatment, assess whether their concerns have changed, and coordinate their return to care.
• Cross-functional Coordination: Work with coaches, Twin Doctors, Doctor Coordinators, and relevant app, sensor, nutrition, and payment teams to resolve member concerns and facilitate renewals or re-enrolments.
• Documentation Reporting: Maintain accurate, same-day records of calls, member decisions, payment commitments, root causes, and outcomes in the relevant systems. Keep trackers updated and share recurring churn and discharge trends with the team.

Eligibility Experience

• Graduate in any discipline.
• 3-5 years of experience in sales, renewals, retention, collections, or a similar customer-facing role involving calls and chat.
• Proven track record of achieving monthly targets, supported by measurable performance results.
• Experience with subscription-based or long-term services, preferably in healthcare, health technology, insurance, wellness, or education.
• Strong consultative selling, active listening, objection-handling, follow-up, and customer relationship management skills.
• Ability to explain member progress accurately, maintain detailed records, and work within clinical boundaries without overpromising health outcomes.

Preferred: Experience in healthcare or health insurance, winning back lapsed customers, or exposure to nutrition, diabetes care, or life sciences.

Performance Expectations

Performance will be assessed through membership renewal rates, revenue retained, discharged-member reactivation, payment commitments, member reach, contact schedule adherence, documentation accuracy, and call/chat quality.