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 tr