Patient Retention Specialist

Overview

Western Vascular Institute is seeking a Patient Retention Specialist to play a critical role in supporting continuity of care within our vascular surgery practice. This position focuses on monitoring appointment activity, analyzing trends, and proactively engaging patients who have canceled, no-showed, or are overdue for follow-up. The goal of this role is to improve appointment adherence, support timely clinical care, and strengthen patient relationships while contributing to positive clinical outcomes.

• Patient Follow-Up & Retention:
  Run daily, weekly, and monthly reports to identify canceled appointments without rescheduling; no-show appointments; and patients overdue for recommended follow-up or imaging.
• Proactively contact patients to re-engage those who canceled or missed appointments and assist with rescheduling in a timely, patient-friendly manner.
• Provide clear, compassionate education on the importance of follow-up care, particularly as it relates to vascular health.
• Identify, document, and communicate common barriers to care (transportation, scheduling conflicts, insurance issues, etc.).

• Scheduling & Coordination:
  Collaborate closely with the scheduling team to efficiently place patients back on the schedule.
• Help minimize gaps in clinic schedules by filling available appointment slots when possible.
• Coordinate with clinical staff to determine urgency and appropriate timing of follow-up care.

• Documentation & Reporting:
  Accurately document all patient outreach attempts and outcomes in the EHR/practice management system.
• Track and report on retention metrics, including: no-show rates; cancellation follow-up success; and rescheduled appointment completion.
• Provide regular feedback to leadership regarding trends, opportunities for improvement, and patient concerns.

• Patient Experience & Communication:
  Serve as a professional, empathetic point of contact for patients. Communicate respectfully and compassionately when discussing missed appointments or care gaps. Maintain strict HIPAA compliance and patient confidentiality at all times.

Required

• High school diploma or equivalent
• 1–2 years of experience in a medical office, patient access, scheduling, or call center role
• Strong phone communication and interpersonal skills
• Proficiency with EHR and scheduling systems
• Excellent organizational skills with strong attention to detail
• Ability to manage sensitive patient conversations with empathy and professionalism

Preferred

• Experience in a specialty practice (vascular, cardiology, imaging, or surgical setting)
• Knowledge of medical terminology
• Experience running and interpreting appointment, no-show, or scheduling reports

• Patient-centered and service-oriented
• Detail-oriented with accurate documentation practices
• Comfortable with proactive outbound patient calls
• Strong time management and prioritization skills
• Collaborative team player
• Problem-solving and continuous improvement mindset

Western Vascular Institute offers a comprehensive benefits package designed to support our employees’ health, financial well-being, and work-life balance, including:

• 401(k) with company matching up to 4%
• Medical insurance
• Dental and vision coverage
• Life insurance
• Accident insurance
• Short-term and long-term disability (STD & LTD)
• Paid time off and paid sick time

Compensation will depend on experience and can be discussed during the interviewing process.

We’re excited to find a candidate with a vibrant personality and a genuine eagerness to learn. We are looking to welcome a long-term team member who is passionate about contributing to the success and continued growth of our outstanding team.