**About TrimRx TrimRx**
is building the first truly managed GLP-1 care model - one that takes responsibility for what happens after a prescription is written.
In a market optimized for speed and volume, we differentiate by owning outcomes. We guide patients through side effects, lifestyle integration, and long-term sustainability through proactive, human care. At TrimRx, guidance is the product and proactive support is non-negotiable.
If you believe healthcare should feel responsible, responsive, and human, you’ll fit right in.
**The Role**
The Retention Agent plays a critical role at the most critical moment in a patient’s journey: when they request to cancel.
This is a “moment of truth.” Trust is fragile. Confusion or frustration may be high. Your job is not to pressure - it’s to listen, investigate, clarify, and guide. That means understanding the real reason behind a cancellation request, resolving preventable issues, and helping patients feel confident about their next step.
You will engage patients who request cancellation or refunds, diagnose the root cause, and resolve issues through thoughtful communication, appropriate solutions, and cross-team coordination. Sometimes that means saving a patient. Sometimes it means helping them exit with clarity and dignity. In both cases, the goal is the same: protect trust.
**What You’ll Do**
Engage Patients with Urgency and Empathy
- Respond quickly to cancellation and refund requests
- Conduct outreach via phone and digital channels
- Listen deeply to understand the real reason behind the request Investigate Before You Act
- Review patient history and prior communications
- Identify breakdowns, misunderstandings, or process gaps
- Escalate when clinical or operational intervention is required
**Lead Trust-Centered Retention Conversations**




- De-escalate frustration with professionalism and calm
- Offer solutions aligned with policy and patient needs
- Provide clarity on next steps, timelines, and expectations
- Prioritize transparency over pressure
**Coordinate and Close the Loop**
- Implement approved adjustments or retention paths
- Partner cross-functionally with clinical and support teams
- Ensure every case is documented clearly and completely
**Surface System Improvements**
- Identify recurring cancellation drivers
- Share trends and insights that help reduce future cancellations
- Contribute to improving the overall patient experience
**What This Role Is Not**
- General frontline support for routine questions
- A scheduling coordinator
- A systems administrator
- A collections or dispute specialist
This role focuses specifically on patients at risk of leaving and ensuring that avoidable cancellations are thoughtfully resolved.
**What Success Looks Like**
- Patients feel heard, supported, and respected, even if they ultimately cancel
- Avoidable cancellations decrease because root causes are fixed
- Retention conversations build confidence rather than create pressure
- Documentation is clear enough for seamless continuity
- Trends are surfaced early so the business can improve upstream
**We Offer**
- Base salary: $18,000 MXN net per month (paid biweekly)
- Legal benefits (as established by Mexican labor law)
- Minor medical expense insurance




- Discounts and agreements with partners such as Cinépolis, Proulex, restaurants, schools, and laboratories
**Qualifications**
- 1+ year experience in patient support, customer retention, customer success, or healthcare-adjacent service roles
- Availabity to work rotating shifts according to the operation
e-Strong investigative thinking: able to reconstruct timelines and identify root causes
- Excellent verbal and written communication skills
- Calm, confident presence in high-stakes conversations
- High empathy paired with high accountability
- Comfortable working across multiple systems
**Bonus**:
- Experience in telehealth, pharmacy coordination, or regulated healthcare environments
**Why Join TrimRx?**
You’ll be part of a team redefining what responsible GLP-1 care looks like. We believe healthcare should feel structured, supportive, and human, not transactional.
We value clarity, accountability, and proactive communication. We care deeply about doing the right thing for patients - even when it’s harder.
If you’re motivated by meaningful work and want to operate where trust matters most, we’d love to meet you.
**Equal Opportunity**
TrimRx is an equal opportunity employer. We are committed to building a diverse and inclusive team and welcome applicants from all backgrounds.
**Location**
Avenida Americas, calle jose maria morelos 44600 guadalajara Jalisco
Tipo de puesto: Jornada completa
Sueldo: $18,000.00 al mes
Beneficios:
- Apoyo para estudios
- Opción a contrato indefinido
- Seguro de gastos médicos
Pregunta(s) de postulación:
- For this position we need you to have a B2 level of English or higher, do you have that level?
- C. José María Morelos Ladrón de Guevara, Lafayette, 446

📌 Retention Agent (Guadalajara)
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