Job Title

Care Continuity & Patient Retention Manager

Role Overview

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 Responsibilities

• Own 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