Job Description

About the Role

Home Health NY is looking for a friendly, confident, and results-driven Patient Outreach Representative to support its outreach and lead conversion efforts.

This role is ideal for someone who enjoys speaking with people, is comfortable making a high volume of outbound calls, and can turn conversations into meaningful opportunities. You will contact prospective clients or leads, explain relevant services, build rapport, address questions or objections, and encourage interested individuals to take the next step.

The successful candidate must have excellent spoken English, a warm and professional telephone manner, and the resilience to handle rejection while maintaining a positive attitude.

We are looking for someone who is motivated by results, takes initiative, and understands the importance of consistent outreach, accurate lead tracking, and professional communication.

Requirements

Key Responsibilities

1. Outbound Calling and Patient Outreach

• Make a high volume of outbound calls to prospective clients and leads.
• Introduce the organisation and communicate relevant service information clearly and professionally.
• Build rapport with prospective clients through friendly, engaging conversations.
• Identify interest, understand needs, and determine appropriate next steps.
• Maintain a positive and professional attitude throughout every interaction.

2. Lead Engagement and Conversion

• Follow up with leads to maintain engagement and encourage progression through the outreach process.
• Handle objections, questions, and rejection confidently.
• Identify opportunities to convert interested leads into booked appointments or qualified opportunities.
• Work towards agreed outreach, booking, and conversion targets.
• Maintain consistent follow-up practices to ensure promising leads are not overlooked.

3. Communication and Relationship Building

• Demonstrate excellent spoken English and a clear, confident telephone presence.
• Communicate with empathy, patience, and professionalism when speaking with prospective patients or their families.
• Listen actively and respond appropriately to questions and concerns.
• Represent Home Health NY positively in every interaction.
• Escalate enquiries that require additional information or support.

4. Lead Tracking and Administration

• Maintain accurate lead records, call logs, follow-up notes, and outcomes.
• Use Microsoft Excel and Google Sheets to track outreach activity and lead progress.
• Record bookings, conversions, unanswered calls, and follow-up requirements.
• Ensure all lead information is updated promptly and accurately.
• Provide regular updates on outreach activity and progress against targets.

5. Performance and Continuous Improvement

• Meet agreed daily and weekly call activity expectations.
• Work towards performance targets related to booked appointments and converted leads.
• Learn from call feedback and continuously improve communication and objection-handling techniques.
• Take ownership of assigned leads and follow through on outstanding actions.
• Maintain consistent performance in a target-driven environment.

Minimum Requirements

• Previous experience in outbound sales, telemarketing, lead generation, appointment setting, customer outreach, or a similar role.
• Strong spoken English with clear pronunciation and excellent conversational skills.
• A friendly, warm, confident, and professional telephone manner.
• Comfortable making high-volume outbound calls throughout the working day.
• Ability to handle objections, rejection, and challenging conversations without losing motivation.
• Strong interpersonal and relationship-building skills.
• Good organisational skills and attention to detail.
• Basic to intermediate proficiency in Microsoft Excel and Google Sheets.
• Reliable internet connection and a suitable remote working environment.

Preferred Experience

• Healthcare sales, patient outreach, or medical appointment setting.
• Home healthcare, home health services, or other healthcare-related customer engagement.
• Experience working with U.S.-based clients or customers.
• Experience working towards daily call targets, booking targets, or conversion KPIs.
• Familiarity with CRM systems, lead tracking, and sales pipelines.

Healthcare experience is advantageous but not essential if the candidate has strong outbound sales experience, excellent English communication, and the ability to learn the services being offered.

Key Skills and Competencies

• Communication: Speaks clearly, confidently, and professionally.
• Personability: Builds rapport and makes prospective clients feel comfortable.
• Resilience: Handles rejection and objections without becoming discouraged.
• Sales ability: Identifies opportunities and confidently guides conversations towards the next step.
• Motivation: Is driven by targets, performance, and achieving results.
• Organisation: Maintains accurate call logs and follows up consistently.
• Reliability: Maintains consistent attendance, effort, and performance.
• Coachability: Accepts feedback and applies it to improve results.

Performance Expectations

Success in this role will be measured by:

• Outbound call volume and consistency.
• Quality of conversations and professionalism.
• Number of appointments booked or leads converted.
• Lead follow-up and engagement rates.
• Accuracy of call logs and lead tracking.
• Ability to handle objections and maintain a positive attitude.
• Achievement of agreed performance targets.

Compensation Structure

The compensation package consists of hourly pay plus performance-based bonuses tied to booked appointments or converted leads. Specific rates and targets will be confirmed during the recruitment process.

Ideal Candidate Profile

The ideal candidate is outgoing, hardworking, confident on the phone, and motivated by achieving results. They enjoy speaking with people, can build rapport quickly, and remain upbeat even when calls do not go as planned.

They are comfortable working towards targets, making repeated outbound calls, and taking ownership of their leads and follow-ups.

We are looking for someone who brings energy, professionalism, resilience, and a genuine desire to perform well in a healthcare outreach environment.