Patient Outreach Specialist

Job Post: Patient Outreach Specialist

Position Code: SP-CPO 1

Position Type: Full-Time (40 hours per week)

Work Hours: 9:00 AM – 5:00 PM CDT

Work Days: Monday – Friday

Salary: Starting at $5 - $6 per hour (depending on experience)

Our client is a fast-growing U.S.-based provider of Durable Medical Equipment (DME) dedicated to helping patients access the medical equipment they need to improve their quality of life. By combining technology with compassionate patient care, the company supports individuals through every step of the DME journey—from education and insurance coordination to equipment delivery.

We are looking for a compassionate, confident, and results-driven Patient Outreach Specialist to serve as the first point of contact for prospective and existing patients. In this role, you will educate patients about available DME products, assess their individual needs, answer questions, and guide them through the process of obtaining the appropriate medical equipment.

This position is ideal for someone who enjoys speaking with people, excels at building rapport over the phone, and thrives in a fast-paced healthcare environment. The successful candidate will combine strong customer service skills with a consultative sales approach, helping patients feel informed, supported, and confident throughout their healthcare journey.

If you are passionate about improving patient experiences, enjoy working toward goals, and want to make a meaningful impact while supporting a growing healthcare organization, we'd love to hear from you.

Scope of Work / Responsibilities

Patient Outreach & Education

• Make outbound calls to prospective and existing patients to introduce and educate them about available DME products and services
• Assess patient needs and recommend appropriate equipment based on their circumstances
• Explain the DME process, including insurance verification, required documentation, and next steps
• Address patient questions with professionalism, empathy, and product knowledge

Patient Support & Care Coordination

• Handle inbound inquiries via phone, email, chat, and text
• Schedule appointments and coordinate follow-up communications
• Support calendar management for both internal teams and patient appointments
• Collaborate with intake, billing, and support teams to ensure a seamless patient experience
• Assist with community outreach initiatives and virtual patient education events as needed

Administrative Support

• Maintain accurate documentation of all patient interactions within the CRM or patient management system
• Manage emails and text messages by sorting, prioritizing, and responding appropriately
• Assist with distributing newsletters, patient communications, and practice updates
• Ensure all patient interactions and documentation comply with HIPAA regulations and organizational policies

Top 3 Priorities

1. Patient Outreach & Engagement

Proactively connect with patients, educate them about available DME products, and guide them through the equipment acquisition process.

2. Patient Communication & Follow-up

Provide timely, compassionate communication through outbound calls, inbound inquiries, appointment scheduling, and ongoing follow-up.

3. Patient Education & Care Coordination

Help patients understand insurance requirements, documentation, and next steps while coordinating with internal departments to deliver an exceptional patient experience.

Requirements

Required Skills & Experience

Healthcare & Customer Service Experience

• 1–3 years of experience in healthcare, customer service, patient support, sales, or a call center environment preferred
• Previous experience supporting patients or customers through consultative conversations
• Experience in the Durable Medical Equipment (DME) industry is a strong advantage

Sales & Communication Skills

• Proven experience with outbound calling, sales outreach, lead nurturing, or cold calling
• Ability to confidently explain products, educate patients, and address objections professionally
• Excellent verbal and written English communication skills
• Strong listening skills with the ability to understand patient needs and recommend appropriate solutions
• Professional, empathetic, and patient-focused communication style

Administrative & Organizational Skills

• Experience scheduling appointments and managing follow-up activities
• Ability to manage multiple patient interactions while maintaining excellent attention to detail
• Strong organizational and time management skills
• Comfortable working independently while meeting productivity goals

Systems & Software Experience

Experience with the following is preferred:

• CRM systems
• Phone, chat, and messaging platforms
• Microsoft Office or Google Workspace

Ideal Candidate Profile

We are looking for someone who is:

• Compassionate, professional, and patient-focused
• Comfortable speaking with patients throughout the day
• Confident presenting products and explaining healthcare processes
• Resilient and motivated when handling objections or rejection
• Organized, proactive, and detail-oriented
• Tech-savvy and quick to learn new systems
• Committed to maintaining HIPAA compliance and patient confidentiality
• A collaborative team player with a positive attitude

Basic requirements

• Must be proficient in speaking and writing clear, professional English
• Must have relevant healthcare or administrative work experience
• Must be able to submit an NBI Clearance and/or Local Police Clearance before onboarding (mandatory)
• Must be available for video meetings with camera on when required

Technical Requirements

• Device: Reliable laptop or desktop computer
• Internet: High-speed internet connection (minimum 25 Mbps)
• Audio: Noise-canceling headset
• Video: Webcam for virtual meetings
• Workspace: Quiet and professional work environment

Benefits

• Dedicated HR & Contractor Support Team: Access to world-class support for questions, 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 increase long-term client retention.
• Client-Approved U.S. Holidays: Contractors may take U.S. holidays off according to 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 offer bonuses, incentives, or increased hours based on your performance.

These are optional resources and client-approved allowances available to you as an independent contractor. Any resources, trainings, or allowances listed are optional contractor perks and not employee benefits.