Patient Outreach Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct outbound calls to both prospective and current patients to inform and educate them about the DME products and services available.

• Evaluate patient requirements and suggest suitable equipment tailored to their individual situations.

• Clarify the DME process, which includes insurance verification, necessary documentation, and subsequent steps.

• Respond to patient inquiries with professionalism, empathy, and comprehensive product knowledge.

• Manage inbound queries through phone, email, chat, and text.

• Arrange appointments and oversee follow-up communications.

• Assist with calendar management for both internal teams and patient appointments.

• Work collaboratively with intake, billing, and support teams to provide a seamless experience for patients.

• Participate in community outreach efforts and virtual patient education events as required.

• Keep accurate records of all patient interactions within the CRM or patient management system.

• Organize emails and text messages by categorizing, prioritizing, and responding appropriately.

• Help in distributing newsletters, patient communications, and updates regarding the practice.

• Ensure that all patient interactions and documentation adhere to HIPAA regulations and organizational policies.

⛳️ Requirements

• 1–3 years of experience in healthcare, customer service, patient support, sales, or a call center environment is preferred.

• Prior experience in supporting patients or customers through consultative discussions.

• Familiarity with the Durable Medical Equipment (DME) industry is a significant plus.

• Demonstrated experience with outbound calling, sales outreach, lead nurturing, or cold calling.

• Capability to confidently explain products, educate patients, and professionally address objections.

• Excellent verbal and written communication skills in English.

• Strong listening abilities to comprehend patient needs and recommend suitable solutions.

• Professional, empathetic, and patient-centric communication style.

• Experience in scheduling appointments and managing follow-up tasks.

• Ability to handle multiple patient interactions while maintaining a keen attention to detail.

• Strong organizational and time management capabilities.

• Comfortable working independently while achieving productivity objectives.

• Experience with CRM systems.

• Proficient in phone, chat, and messaging platforms.

• Familiarity with Microsoft Office or Google Workspace.

🏝️ Benefits

• Dedicated HR & Contractor Support Team: Access to exceptional support for inquiries, guidance, contract matters, and client communication.

• Premium VPN Access (Optional): A secure VPN license can be provided upon request to enhance privacy and security for client-related tasks.

• HIPAA & Cybersecurity Training + Certification (Provided): Access to our internal HIPAA compliance training, cybersecurity modules, and certification to help you confidently handle PHI for U.S. healthcare clients.

• Top 1% VA Performance Training: Access to our proprietary training on communication, client management, productivity systems, and best practices to help you become a top-performing VA and enhance long-term client retention.

• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off in accordance with the client’s needs and schedule.

• Client-Approved Paid or Unpaid Time Off: Time off may be granted by your client. Paid time off is optional and only if offered by the client.

• Access to Tools & Resources: Templates, workflow guides, productivity tools, and client-specific SOP support to help you perform at your best.

• Optional Performance-Based Incentives: Some clients may provide bonuses, incentives, or increased hours based on your performance.