Loyalty Specialist

About us

LifeMD is headquartered in NYC and is a leading provider of virtual primary care. LifeMD offers telemedicine, laboratory and pharmacy services, and specialized treatment across more than 200 conditions, including primary care, men’s health, women’s health, allergy & asthma, and dermatology. Leveraging a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, and a US-based patient care center, LifeMD is elevating healthcare by increasing access to top-notch and affordable care. LifeMD is currently in the midst of immense growth and was recently ranked #166 in the 2023 Deloitte Fast 500.

About the role

We are actively seeking a dedicated, full-time Loyalty Specialist to join our team. The core mission of the Loyalty Department is to retain patients by addressing concerns and offering solutions tailored to their needs.

As a Loyalty Department Representative, you will be responsible for direct interaction with patients who are considering leaving our services. You will identify their concerns, offer relevant options, and help resolve issues to ensure long-term customer retention. You will own our patient's customer journey and serve as a point of contact until resolution is reached. Your ability to listen, empathize, and provide personalized solutions will be key to success.

Responsibilities

• Engage with patients who are considering canceling or downgrading services, understanding their concerns and motivations
• Present tailored retention solutions, offers, and alternatives to encourage patients to remain with the service
• Document customer interactions, reasons for cancellations, and any resolution actions taken
• Collaborate with internal teams to identify trends and develop strategies for improving retention
• Ability to de-escalate and resolve customer issues
• Maintain clear and accurate records of all customer interactions in the CRM system
• Provide insights and feedback on recurring issues or trends to help improve service offerings

• A minimum of 90 days in the current role (internal candidates)
• Strong verbal communication skills with an emphasis on problem-solving and negotiation.
• Ability to work independently and in a fast-paced environment.
• Experience with LifeMD systems and ability to document customer interactions accurately.
• A customer-first mindset and the ability to stay calm under pressure.
• Excellent organizational skills with attention to detail.

• Pay: $28.00/hour
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation & Public Holidays)