Patient Relationships Specialist - TRT

Voy; Greater London; On-site; GBP 28,000 - 38,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Outbound calls

CRM usage

Customer service

Data entry

Tools

Zendesk

Freshdesk

Aircall

Pipedrive

HubSpot

Salesforce

Job description

The opportunity

Voy is scaling fast across weight loss and TRT, and things move quickly here. Our SOPs and processes are constantly being refined and updated as we grow — what's true this month may be improved on next month. We're looking for a Patient Experience Specialist who thrives in that kind of environment: someone who can handle real patient problems independently, adapt as processes evolve, and doesn't need everything to stay fixed to do their job well.

What you’ll do

• 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.

Who you are

Experience

• Experience in a contact centre or customer service environment, ideally in a high-volume, target‑driven team.
• A track record in outbound calling and proactive outreach, confidently starting conversations with people who haven't contacted you first.
• 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.

Skills and qualities

• Strong skills in handling objections, turning concerns into constructive conversations without pressuring anyone.
• Genuine empathy and the ability to build trust quickly, including when discussing personal health topics.
• A self‑starter attitude: you take ownership of your patient list and don't wait to be told who to call next.
• Ability to learn quickly, picking up product, clinical and process knowledge and applying it in live conversations.
• Clear, friendly communication in writing and on the phone.
• Organised and data‑aware, comfortable working towards goals and reviewing your own performance.

Nice to have

• Experience in healthcare, telehealth, pharmacy or another regulated industry.
• Experience in a patient‑facing or subscription‑based business.