Job Title: Cancellation Analyst & Strategist
Department: Operations / Retention
Location: Remote (LATAM – Costa Rica, Ecuador, Guatemala preferred)
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 highly organized and proactive Cancellation Analyst & Strategist to monitor, manage, and reduce client cancellations across a network of 150+ providers.
This role is critical in protecting revenue, improving client consistency, and ensuring providers maintain full and optimized schedules. You will work within systems such as TherapyNotes and collaborate closely with Intake, Operations, and Providers to identify trends, enforce policies, and implement solutions that reduce cancellations and no-shows.
Key Responsibilities
- Monitor daily cancellations and no-shows in TherapyNotes across all providers
- Contact clients promptly (via phone, text, or email) after cancellations to reschedule appointments
- Maintain a real-time cancellation tracking system (by provider, time slot, and cancellation reason)
- Identify trends and patterns in cancellations across providers and schedules
- Partner with leadership to implement and enforce cancellation policies, including applicable fees
- Follow up on same-day and next-day cancellations to recover appointments
- Coordinate with the Intake team to quickly fill open time slots
- Recommend scheduling improvements (e.g., high-risk time slots, repeat cancellation patterns)
- Support alternative scheduling strategies (e.g., same-day or flexible availability models)
KPIs / Performance Metrics
- Percentage of cancelled appointments successfully rebooked
- Reduction in overall cancellation and no-show rates
- Response time to cancellations (target: within 5–10 minutes)
- Number of recovered sessions per week
Requirements
- Strong organizational skills with excellent follow-up and time management
- Comfortable working with TherapyNotes or similar EHR systems
- Ability to manage high-volume scheduling across a large provider network
- Strong English communication skills (phone, text, and email)
- Ability to identify patterns and recommend operational improvements
- Reliable internet connection and ability to work U.S. EST-aligned hours
Preferred Qualifications
- Experience in healthcare, scheduling coordination, or call center environments
- Experience working with U.S.-based clients or companies
- Basic data tracking and reporting skills (Excel or Google Sheets)
What We’re Looking For
- A proactive problem-solver who acts quickly and efficiently
- Someone comfortable working in a fast-paced, high-volume environment
- Strong sense of ownership and accountability
- Ability to collaborate with remote, international teams
Success in This Role Looks Like
- Reduced number of empty appointment slots
- Faster turnaround in rescheduling cancelled appointments
- Clear reporting on cancellation trends and root causes
- Consistent enforcement of policies that protect provider time and company revenue
Additional Notes for LATAM Candidates
- This is a fully remote role open to candidates based in Latin America (Costa Rica, Ecuador, Guatemala preferred)
- Candidates must be available to work U.S. Eastern Time (EST) hours
- Compensation is paid in USD
Job Types: Full-time, Permanent
Work Location: Remote
