AAPC
Member Retention Specialist
This is a hybrid role based in UT. Are you a proactive, customer-focused professional who thrives in a goal-driven environment? As a Member Retention Specialist, you will play a critical role in helping retain members, reduce churn, and strengthen long-term relationships. This role partners closely with the Retention Manager to execute renewal outreach, deliver exceptional service, and identify opportunities to expand member value. Responsibilities
Execute outbound and inbound renewal outreach across multiple channels (phone, email, text) Deliver outstanding customer service while resolving concerns that may impact retention Identify and surface upsell and upgrade opportunities during renewal conversations Generate qualified leads and warm handoffs to Sales teams Maintain accurate activity, notes, and pipeline updates within CRM systems Support retention campaigns, communication schedules, and outreach initiatives Meet or exceed individual renewal, retention, and activity goals Collaborate with the Retention Manager and cross-functional teams to improve member experience and outcomes Actively participate in coaching, training, and performance feedback sessions Qualifications
Self-motivated with the ability to manage daily outreach and follow-up independently Associate's degree or equivalent professional experience Energetic, optimistic, and resilient in a goal-oriented environment Prior experience in outbound calling, renewals, retention, customer engagement or account resolution roles Strong prioritization and time-management skills Demonstrated ability to deliver excellent customer service and build rapport Comfortable using CRM and call systems (Salesforce, CallFire, inContact, or similar tools) Technically proficient with the ability to learn new systems quickly Clear, professional phone and written communication skills Open to feedback, coaching, and continuous improvement What We Offer:
Base pay + incentive potential Fun and diverse team environment Hybrid in-office/WFH schedule Comprehensive benefits package including medical, dental and vision insurance Health Savings Account Generous PTO and Holiday Pay 401(k) retirement plan and company match AAPC (www.aapc.com) is the nation's largest and fastest-growing training, certification, and solutions association in healthcare, supporting more than 200,000 members. AAPC Values: DRIVEN | HUMBLE | TRANSPARENT | SUPPORTIVE | INNOVATIVE AAPC is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.
This is a hybrid role based in UT. Are you a proactive, customer-focused professional who thrives in a goal-driven environment? As a Member Retention Specialist, you will play a critical role in helping retain members, reduce churn, and strengthen long-term relationships. This role partners closely with the Retention Manager to execute renewal outreach, deliver exceptional service, and identify opportunities to expand member value. Responsibilities
Execute outbound and inbound renewal outreach across multiple channels (phone, email, text) Deliver outstanding customer service while resolving concerns that may impact retention Identify and surface upsell and upgrade opportunities during renewal conversations Generate qualified leads and warm handoffs to Sales teams Maintain accurate activity, notes, and pipeline updates within CRM systems Support retention campaigns, communication schedules, and outreach initiatives Meet or exceed individual renewal, retention, and activity goals Collaborate with the Retention Manager and cross-functional teams to improve member experience and outcomes Actively participate in coaching, training, and performance feedback sessions Qualifications
Self-motivated with the ability to manage daily outreach and follow-up independently Associate's degree or equivalent professional experience Energetic, optimistic, and resilient in a goal-oriented environment Prior experience in outbound calling, renewals, retention, customer engagement or account resolution roles Strong prioritization and time-management skills Demonstrated ability to deliver excellent customer service and build rapport Comfortable using CRM and call systems (Salesforce, CallFire, inContact, or similar tools) Technically proficient with the ability to learn new systems quickly Clear, professional phone and written communication skills Open to feedback, coaching, and continuous improvement What We Offer:
Base pay + incentive potential Fun and diverse team environment Hybrid in-office/WFH schedule Comprehensive benefits package including medical, dental and vision insurance Health Savings Account Generous PTO and Holiday Pay 401(k) retirement plan and company match AAPC (www.aapc.com) is the nation's largest and fastest-growing training, certification, and solutions association in healthcare, supporting more than 200,000 members. AAPC Values: DRIVEN | HUMBLE | TRANSPARENT | SUPPORTIVE | INNOVATIVE AAPC is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, disability, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above-listed items.