Job Description

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.