Patient Activation & Onboarding Specialist

Voy; Greater London; Sur place; GBP 28 000 - 38 000; Plein temps

Résumé du poste

Voy is scaling fast across weight loss and TRT, and we’re seeking a Patient Experience Specialist who thrives in a fast-changing environment. You’ll contact patients by phone and email, guiding them from consultation to active treatment and helping them overcome blockers.

You’ll log interactions in our CRM, track activation and conversion, and share feedback with the team to improve the patient journey while handling sensitive health information with discretion.

Qualifications

• Experience in a contact centre or customer service environment.
• Track record in outbound calling and proactive outreach.
• Hands‑on experience with a contact centre or helpdesk platform such as Zendesk, Freshdesk or Aircall.
• Hands‑on experience with a CRM such as Pipedrive, HubSpot or Salesforce, including managing a pipeline and logging activity.

Responsabilités

• Proactively contact patients across the patient journey, by phone and email, to help them move from consultation to active treatment.
• Work through your allocated patient list every day, prioritising those most likely to benefit from a timely conversation.
• Have genuine, empathetic conversations to understand each patient's situation, goals and concerns, whether that's cost, timing, side effects or simply needing more information.
• Address hesitations and questions clearly and honestly, helping patients make an informed decision that's right for them.
• Guide patients step by step through onboarding, from sign‑up to their first order, and resolve any blockers along the way.
• Follow up with patients who missed their consultation or asked for more time, at the moment that suits them.
• Log every interaction accurately in our CRM and support tools, keeping patient records and pipelines up to date.
• Hit your weekly activation and conversion goals, and track your progress using the team dashboard.
• Share what you hear from patients with the wider team, so we can improve the patient experience and remove common sticking points.
• Handle sensitive health information with discretion and in line with data protection and clinical guidelines.

Connaissances

Outbound calls

CRM usage

Customer service

Data entry

Outils

Zendesk

Freshdesk

Aircall

Pipedrive

HubSpot

Salesforce

Description du poste

Voy is scaling fast across weight loss and TRT, and we’re seeking a Patient Experience Specialist who thrives in a fast-changing environment. You’ll contact patients by phone and email, guiding them from consultation to active treatment and helping them overcome blockers.

You’ll log interactions in our CRM, track activation and conversion, and share feedback with the team to improve the patient journey while handling sensitive health information with discretion.