Responsibilities

At Grow Therapy, we believe mental healthcare should feel personal, empowering, and accessible - never confusing or transactional. That’s why we’re reimagining the client experience to be proactive, compassionate, and guided from the very first step.
As a Specialist I, Client Success (Retention), you’ll play a key role in helping people move from intention to action in their mental health journey. You’ll connect with clients who’ve missed or canceled appointments, or who may be feeling uncertain about continuing care.
Your job is to meet them where they are with empathy, clarity, and encouragement, and help them move forward. Whether that’s navigating provider fit, rebooking appointments, or simply offering a listening ear, you’ll make it easier for people to get the care they deserve, especially when the path feels uncertain.
We’re also changing how this work gets done. We’re moving to an autodialer for the first pass of outreach, so your time goes to real conversations with people who picked up, not to working through voicemails. Follow-up outreach is handled by a partner team, so you can focus on the moments where a human conversation makes the biggest difference.
Have live, high-empathy conversations with clients who’ve canceled, no-showed, or started to disengage, most connected through an autodialer first pass, and help them rebook, rematch, or take their next step in care.
Coach clients through key moments of decision-making, providing clarity on platform tools (e.g., messaging, rescheduling, rematching), addressing hesitation, and offering expert provider match guidance.
Document every conversation for a clean handoff so partner teams handling follow-up can pick up where you left off, and so we can spot trends across the client journey.
Partner with internal teams including Clinical, Provider Operations, Support, and our BPO partner team to resolve issues quickly, share insights, and ensure a seamless handoff for escalated or complex cases.
Work across payor-specific programs, learning the coverage and program details (like EAP session limits or referral requirements) that shape each client’s path back to care.
Champion continuous improvement by identifying recurring pain points or engagement barriers, advocating for client needs, and contributing to cross-functional efforts to enhance the overall care experience.
You’d be a great fit if...
Thrive in people-facing roles and bring 1–3 years of experience in client success, care navigation, inside sales, or mental health services.

Specialist I, Client Success (Retention) at Grow Therapy · LumiJobs

Specialist I, Client Success (Retention)

Responsibilities

Benefits

Company

Grow Therapy

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