Patient Success & Activation Specialist

Voy; Greater London; Hybrid; GBP 26,000 - 38,000; Full time

Job summary

Voy is seeking a Patient Experience Specialist in London with a hybrid work setup to support patients through the journey from consultation to active treatment. You will conduct proactive outreach by phone and email, prioritise your assigned list, and navigate patient questions with empathy and clarity.

You will log interactions in our CRM, aim to hit weekly activation targets, and share feedback to improve the experience for patients across the business.

Qualifications

• Experience in a contact centre or customer service environment with high-volume, target-driven work.
• Proven outbound calling experience and proactive outreach to engage patients.
• Hands-on experience with a support/helpdesk platform (Zendesk, Freshdesk or Aircall).
• Hands-on experience with a CRM (Pipedrive/HubSpot/Salesforce) including logging activity.

Responsibilities

• Proactively contact patients by phone and email to move them from consultation to active treatment.
• Prioritise patient lists daily to focus on timely conversations.
• Have empathetic conversations to understand patient goals and concerns.
• Address hesitations and help patients make informed decisions.
• Guide patients through onboarding from sign-up to first order, resolving blockers.
• Follow up with patients who missed consultations or asked for more time.

Skills

Customer service

Outbound calling

Empathy

Data entry

Active listening

Tools

Zendesk

Freshdesk

Aircall

Pipedrive

HubSpot

Salesforce

Job description

Voy is seeking a Patient Experience Specialist in London with a hybrid work setup to support patients through the journey from consultation to active treatment. You will conduct proactive outreach by phone and email, prioritise your assigned list, and navigate patient questions with empathy and clarity.

You will log interactions in our CRM, aim to hit weekly activation targets, and share feedback to improve the experience for patients across the business.