Job Title: Provider Retention Analyst & Strategist (Retention & Quality)
Department: Retention Management
Location: Remote (Costa Rica, Ecuador, Guatemala – LATAM)
Job Type: Full-Time
Schedule: 8-hour shift aligned with U.S. EST hours
Compensation: $5 USD/hour (with performance-based growth opportunities)
About the Role
We are seeking a detail-oriented Provider Retention Analyst & Strategist to track, analyze, and report on therapist performance across a network of 150+ providers.
This role focuses on identifying patterns in client retention, cancellations, and scheduling behavior to strengthen our provider network and improve overall client outcomes.
You will work within TherapyNotes and internal systems to organize data, generate reports, and highlight performance trends for leadership decision-making.
Key Responsibilities
- Track therapist-level performance metrics in TherapyNotes, including:
- Client retention rates
- Cancellation and no-show rates
- Time between sessions
- Drop-off after intake or first session
- Maintain structured and up-to-date performance dashboards for all providers
- Identify and flag providers with:
- High cancellation rates
- Low retention rates
- Inconsistent scheduling patterns
- Prepare weekly and monthly performance reports for leadership
- Focus analysis on:
- New providers (first 30–90 days)
- Underperforming providers
- Support leadership in identifying:
- High-performing providers (for growth opportunities)
- Low-performing providers (for coaching or offboarding)
- Assist in evaluating operational policies (cancellation fees, scheduling workflows, etc.)
- Maintain accurate and well-documented reporting records
KPIs / Performance Metrics
- Accuracy and consistency of reporting
- Timely delivery of weekly and monthly reports
- Ability to clearly identify performance outliers
- Completeness and reliability of data across all providers
Requirements
- High attention to detail and strong organizational skills
- Experience working with TherapyNotes or similar EHR systems
- Ability to manage and analyze large datasets
- Basic data analysis skills (identifying trends, patterns, comparisons)
- Strong written English communication skills
- Reliable internet connection and ability to work EST-aligned hours
Preferred Qualifications
- Experience with Google Sheets or Microsoft Excel
- Background in healthcare, mental health, or operations reporting
- Familiarity with performance tracking or analytics systems
What We’re Looking For
- A detail-driven professional who ensures data accuracy
- A proactive analyst who identifies issues early
- Someone comfortable working with remote, international teams
- Strong sense of ownership and accountability
Success in This Role Looks Like
- Clear visibility into provider performance across the organization
- Early identification of underperforming providers
- Data-driven decisions for hiring, retention, and performance management
- Improved client retention through stronger provider quality
Additional Notes for LATAM Candidates
- This is a fully remote opportunity open to candidates based in Costa Rica, Ecuador, and Guatemala
- Candidates must be comfortable working in U.S. EST time zones
- Compensation is paid in USD
Job Types: Full-time, Permanent
Work Location: Remote
