Patient Outreach Specialist

Location: Remote

Employment: Full-Time | Indenpendent Contractor 

Schedule: Full-time, aligned with U.S. business hours
 

About the Company: Our client is building an AI-enabled patient revenue and engagement company focused on helping high-value elective healthcare practices improve patient conversion and recover opportunities that would otherwise be lost.

The company works with practices operating in elective, high-consideration healthcare verticals, including:

• Full-arch and implant dentistry

• Plastic and cosmetic surgery

• Hair restoration

• Other high-value elective healthcare specialties as the business expands

About the Role: We are seeking a full-time Patient Follow-Up Specialist to serve as a critical bridge between elective healthcare practices and prospective patients who have already completed a consultation but have not yet scheduled or moved forward with treatment.

This is not a traditional cold-calling position.

You will primarily communicate with people who have already expressed interest in a procedure, engaged with the medical practice, and completed an initial consultation.

Your responsibility is to reconnect with these patients in a warm, professional and empathetic manner, understand what may be holding them back, answer or appropriately escalate questions, and help them take the next step — ideally by rebooking an appointment with the practice.

The ideal candidate combines the warmth and patience of a strong customer service professional with the communication skills and persistence of a salesperson.

You should be comfortable building rapport quickly, handling sensitive conversations, following up consistently without being overly aggressive, and communicating naturally with U.S.-based patients.

Success in this role is ultimately measured by your ability to turn stalled patient opportunities into rebooked appointments.

What You'll Be Doing

1. Patient Follow-Up & Re-Engagement

Manage consistent follow-up with prospective patients who have completed consultations but have not yet proceeded with treatment.

You will:

• Review lists and pipelines of patients requiring follow-up.

• Conduct high-volume outreach through phone calls, text messages and email.

• Re-engage patients who have stopped responding or delayed their decision.

• Maintain consistent follow-up over an appropriate period rather than relying on one-off outreach.

• Communicate on behalf of the healthcare practice and/or physician according to approved messaging and brand guidelines.

• Ensure every patient receives a professional, thoughtful and personalized experience.

Individual practices may have approximately 100 or more non-rebooked patients requiring structured follow-up.

2. Understand Patient Barriers

A major part of the role is understanding why a patient has not moved forward.

Common barriers may include:

• Financing or affordability

• Timing

• Fear or anxiety about the procedure

• Questions about treatment

• Needing to speak with a spouse or family member

• Personal circumstances

• Uncertainty about the next step

You will use strong listening and conversational skills to uncover these concerns and determine how best to move the conversation forward.

The goal is not to pressure patients. Instead, you should make them feel heard, supported and comfortable enough to re-engage with the practice.

3. Appointment Rebooking

The primary outcome of your conversations will be to help qualified patients return to the practice's calendar.

Responsibilities will include:

• Encouraging patients to schedule their next conversation or appointment.

• Addressing basic objections using approved scripts and training.

• Helping patients overcome hesitation where appropriate.

• Coordinating appointment rebooking.

• Ensuring appropriate information is passed back to the medical practice.

• Handing the patient back to the doctor or practice team when clinical or higher-level conversations are required.

You are not expected to medically advise patients or close the procedure yourself. Your role is to rebuild engagement and create the opportunity for the practice to continue the conversation.

4. Practice & Brand Representation

Each healthcare practice may have its own communication style, patient demographic and brand voice.

You will:

• Learn each practice's tone and communication expectations.

• Review patient pipelines with the relevant practice.

• Work from approved scripts, templates and messaging.

• Personalize communication where appropriate.

• Ensure outreach feels natural rather than automated or transactional.

• Represent each practice professionally and respectfully.

5. Pipeline Management

Maintain strong organization across a potentially high volume of patient conversations.

This may include:

• Tracking outreach attempts.

• Recording patient responses.

• Documenting identified barriers or concerns.

• Maintaining accurate notes.

• Tracking follow-up dates and next actions.

• Updating patient status.

• Ensuring no qualified patient opportunity falls through the cracks.

What Success Looks Like

The most important measure of success is straightforward:

Can you identify what is preventing the patient from moving forward and successfully get them back onto the doctor's calendar?

Successful team members will consistently:

• Complete high volumes of quality patient outreach.

• Establish genuine rapport with patients.

• Generate responses from previously disengaged prospects.

• Identify and document barriers to treatment.

• Follow up persistently without making patients feel pressured.

• Rebook qualified patients.

• Maintain accurate and organized patient pipelines.

• Represent each healthcare practice professionally.

Ideal Candidate Profile

We are looking for someone who is naturally comfortable speaking with people and has a genuine "gift of gab."

You are likely to thrive in this position if you are:

• Warm, friendly and approachable.

• Highly empathetic.

• Confident speaking on the phone.

• An excellent active listener.

• Naturally conversational rather than overly scripted.

• Persuasive without being pushy.

• Patient and comfortable handling hesitation.

• Persistent and comfortable following up multiple times.

• Service-oriented while still being motivated by outcomes.

• Emotionally intelligent and able to read conversational cues.

• Highly organized.

• Comfortable working through a high-volume pipeline.

• Able to communicate effectively with different personalities and patient demographics.

• Comfortable working independently in a remote environment.

Required Qualifications

• Excellent spoken and written English.

• Near-native English communication ability strongly preferred.

• Strong phone presence and conversational confidence.

• Excellent interpersonal and relationship-building skills.

• Demonstrated experience in a customer-facing, sales, appointment-setting, customer success, patient coordination, or similar communication-heavy role.

• Ability to conduct high-volume outreach through phone, SMS and email.

• Strong objection-handling and problem-solving skills.

• Ability to follow structured scripts while still sounding natural.

• Excellent attention to detail and follow-through.

• Strong organizational and pipeline-management skills.

• Comfortable working U.S.-aligned business hours.

Preferred Experience

Experience in the following areas would be beneficial but is not required:

• Healthcare or medical practices

• Dental or cosmetic dentistry

• Plastic surgery

• Hair restoration

• Patient coordination

• Patient scheduling

• Appointment setting

• Customer success

• Inside sales

• Lead nurturing

• High-ticket sales environments

• Hospitality or other high-touch service industries

Medical experience is not required. Training, scripts and practice-specific guidance will be provided.

Candidates will not be expected to provide clinical or medical advice.

The Communication Style We're Looking For

Because this is a patient-facing position, communication quality is extremely important.

We're looking for someone who can make a patient feel like:

"I'm speaking with a real person who understands my concerns and genuinely wants to help me."

The right candidate should be able to move naturally between empathy and action.

For example, rather than simply asking:

"Are you ready to book?"

you should be comfortable having a deeper conversation to understand what has changed since the patient's consultation, whether there are outstanding concerns, and what would help them feel comfortable taking the next step.

This requires curiosity, emotional intelligence and excellent conversational instincts.

Training & Support

The client will provide the necessary training and approved messaging for the healthcare practices being supported.

This will include guidance around:

• Patient follow-up processes

• Messaging and scripts

• Common patient objections

• Practice-specific communication

• Appointment rebooking

• Appropriate escalation of medical or clinical questions

The expectation is that you become highly comfortable with the process while maintaining the appropriate boundaries of a non-clinical role