Patient Engagement Specialist

About the Role

The Patient Engagement Specialist is responsible for proactively reaching out to patients, supporting them throughout their healthcare journey, and re-engaging those who have paused or dropped off from their treatment. This is a relationship-first, outbound-focused role that sits at the heart of our patient experience, helping people get back on track and feel supported every step of the way.

You will work closely with the Head of Customer Experience to manage call lists, log outcomes accurately in the CRM, and flag anything that needs escalating. The people who thrive in this role are warm communicators, well-organised, and comfortable working through objections with empathy rather than pressure.

What You'll Own

Patient Outreach

• Contact individuals who have signed up for our services but have not yet completed their onboarding or commenced treatment
• Address questions and concerns, remove barriers, and guide them through next steps

Intake form follow-up

• Follow up with patients who started but did not complete their intake form
• Offer assistance to ensure accurate completion and submission

Inactive patient re-engagement

• Contact patients who have been inactive for two months or more, including those inactive for six months or longer
• Listen to their reasons for inactivity and offer a path back into their treatment plan
• Log all outcomes clearly in the CRM — including cases where the patient does not wish to re-engage

Ongoing treatment follow-ups

• Proactively contact patients to schedule follow-up appointments
• Reinforce the importance of continuity of care and help them stay on track

Web chat and inbound enquiry follow-up

• Follow up on web chat enquiries from prospective patients who have provided a contact number but not yet transacted
• Convert warm interest into booked appointments or completed sign-ups

CRM and reporting

• Log every call outcome accurately and promptly in the CRM (HubSpot or Pipedrive)
• Flag data issues, patient concerns, or escalations to the Head of Customer Experience
• Contribute to weekly performance reporting by maintaining clean, up-to-date records
• Work closely with the Marketing team to support integrated SMS and email campaigns

What You’ll Need

Essential:

• Strong verbal communication skills — warm, clear, and professional on the phone
• Comfortable making high volumes of outbound calls with empathy and consistency
• Organised and reliable — able to manage a call list and follow up without being chased
• Good written English for logging call notes and outcomes
• Experience using a CRM or similar system to track work
• Comfortable working independently in a remote environment
• Clear understanding of patient privacy and confidentiality obligations when handling sensitive health information

Nice to have:

• Background in healthcare, pharmacy, or a patient-facing service role
• Experience in an outbound call or customer success role
• Familiarity with HubSpot and/or Pipedrive

What We Offer

• Work From Anywhere. 🌍
• A competitive salary and awesome benefits package. 💰
• A supportive and positive work environment. 🌟
• Opportunities to grow and develop your career. 📈
• Opportunity to transform lives through alternative medicine. 💡