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Job Post: Patient Outreach Specialist
Position Type: Full-Time (40 hours per week)
Work Hours: 8:00 AM – 5:00 PM Central Time
Work Days: Monday – Friday
Salary: $5 - $6 per hour, depending on experience
Workplace: Remote
Our client is a well-established U.S.-based prosthetics and orthotics healthcare provider with approximately 30 clinic locations. We are seeking a compassionate, organized, and proactive Patient Outreach Specialist to join the remote scheduling and patient access team.
In this patient-facing role, you will help patients move efficiently from an initial inquiry, referral, or prescription to a scheduled appointment at the appropriate clinic. You will communicate with patients through phone, email, chat, and text while coordinating with physician offices and internal healthcare teams to ensure required information and documentation are complete.
This position is ideal for someone who combines excellent patient communication with strong organization and follow-through . You should be comfortable making outbound calls, guiding patients through next steps, handling objections or concerns professionally, and managing multiple patient cases in a fast-paced healthcare environment.
Above all, you will help create a positive patient experience by making the scheduling process as clear, efficient, and supportive as possible.
Key Responsibilities
Patient Outreach & Communication
Handle inbound and outbound patient inquiries through phone, email, chat, and text
Communicate with patients professionally, empathetically, and in accordance with HIPAA requirements
Promptly contact patients following an inquiry, referral, or prescription
Gather required demographic, insurance, referral, prescription, and relevant clinical information
Assess patient needs using established product, service, and scheduling guidelines
Clearly explain scheduling requirements, next steps, and expectations
Address questions and concerns while helping patients understand what is needed to proceed
Follow up consistently with patients who have incomplete information or outstanding requirements
Maintain professionalism when communicating with upset, hesitant, or difficult-to-reach patients
Send approved patient reminders, updates, newsletters, or other communications as needed
Patient Scheduling & Access Coordination
Schedule patients for prosthetic and orthotic appointments at the appropriate clinic
Determine the appropriate scheduling location based on patient needs, location, device type, documentation status, and provider availability
Support patient-facing scheduling and calendar coordination
Ensure required information and documentation are received and reviewed before scheduling
Coordinate with patients, physician offices, intake, billing, clinic teams, and other support departments to resolve barriers to care
Escalate difficult patient concerns, incomplete documentation, unreachable patients, or workflow barriers to the appropriate supervisor or department
Help ensure each patient interaction ends with a clear and appropriate next step
Documentation & Follow-Up
Review and confirm required documentation, including prescriptions, insurance information, physician details, referrals, and other necessary records
Accurately enter and maintain patient information in applicable systems
Document all patient interactions, outreach attempts, appointment details, and follow-up actions
Sort, prioritize, and respond to patient emails, text messages, and other communications in a timely manner
Maintain organized follow-up workflows for multiple patient cases
Protect patient confidentiality and ensure all documentation and communication meet HIPAA standards
Take ownership of assigned patient interactions through the appropriate next step or escalation
Additional Support
Collaborate with intake, billing, clinic operations, support teams, and leadership
Participate in virtual training, coaching sessions, team meetings, and remote huddles
Assist with internal calendar coordination when needed
Participate in community outreach events or virtual health education sessions when requested
What Success Looks Like
A successful Patient Outreach Specialist delivers an exceptional patient experience while helping patients get scheduled quickly, accurately, and compassionately.
Success in this position includes:
Timely and consistent patient outreach
Accurate and complete documentation
Strong follow-up and ownership of patient cases
Efficient and accurate appointment scheduling
Clear, compassionate, and professional communication
Effective coordination with internal teams and physician offices
Proper escalation of barriers or incomplete requirements
Consistent adherence to HIPAA and confidentiality standards
Ability to perform effectively in a fast-paced, metrics-driven environment
Requirements
Required Skills & Experience
Relevant experience in healthcare, patient scheduling, patient access, customer service, call center operations, sales, or another patient-facing role
Experience handling inbound and/or outbound calls
Comfortable conducting proactive patient outreach and following established scripts or workflows
Ability to professionally address questions, concerns, and objections while guiding patients toward an appropriate next step
Excellent verbal and written communication skills
Strong listening skills and ability to understand patient needs, concerns, urgency, and scheduling barriers
Compassionate, patient, and professional communication style
Strong organizational and time-management skills
Excellent attention to detail and accuracy
Ability to manage multiple patient cases, communications, follow-ups, and deadlines simultaneously
Comfortable working in a fast-paced and metrics-driven environment
Strong follow-through and ownership of assigned patient interactions
Ability to collaborate effectively with intake, billing, clinic operations, physician offices, support teams, and leadership
Knowledge of HIPAA requirements and commitment to protecting confidential patient information
Positive and resilient attitude when handling rejection, upset patients, incomplete information, or unsuccessful outreach attempts
Preferred Experience
1–3 years of relevant patient-facing or healthcare experience
Previous experience with prosthetics and orthotics
Durable Medical Equipment (DME) experience
Medical scheduling or patient access experience
Referral and prescription coordination experience
Experience verifying or collecting insurance information
Experience communicating with physician offices
Familiarity with CRM platforms
Familiarity with EHR/EMR systems
Experience with VoIP or healthcare phone systems
Experience with chat or text-based patient communication platforms
Experience working with a U.S.-based healthcare organization
Basic requirements
Must be proficient in speaking and writing clear, professional English
Must have relevant healthcare, administrative, customer service, or patient-facing 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
Must be comfortable participating in virtual training, coaching sessions, and remote team huddles
Must maintain HIPAA-compliant work practices and patient confidentiality at all times
Must not have concurrent employment during scheduled working hours
Must be available for the required 40-hour workweek
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, training, or allowances listed are optional contractor perks and not employee benefits.
