Lead Conversion Specialist

Legion Health•Austin, TX

5d•$5 - $15•Remote

About The Position

At Legion Health, we believe everyone deserves fast, affordable, and effective mental health care, and we’re on a mission to deliver that at scale. Legion Health is a full-stack AI-native psychiatry network—our clinicians provide care directly to patients, and AI agents automate all parts of our care operations (e.g., scheduling, risk analysis, billing, etc.). Our vision? A 10X better patient experience that’s higher quality, less expensive, and more scalable than ever before. And a 10X better clinician experience that frees our providers to focus on what matters most: caring for patients. Join us as we build the future of mental health—and the highest-quality, most efficient, and widest-reaching vehicle in healthcare. Powered by both humans and AI. We’re hiring a Phone Operator / Lead Conversion Specialist to support new patient leads from the moment they reach out—primarily via phone calls and text messages—with the goal of getting them scheduled for a new patient appointment as quickly and smoothly as possible. This role is perfect for someone who’s comfortable being on the phone throughout the day, enjoys helping people take the first step toward care, and can stay calm, organized, and empathetic while juggling multiple conversations. You’ll be the front line for inbound and outbound outreach—answering questions, helping leads book, rescheduling when needed, and handling common intake-related issues that come up before a first appointment. We’re a fast-paced startup, so the right person is proactive, adaptable, and energized by improving processes as we scale. You’ll help reduce friction in the earliest stage of the patient journey and ensure every lead gets a clear path to care. Important note on the “clinical” piece: This is a non-clinical role (you will not provide medical advice, diagnosis, or treatment). You’ll focus on logistics, scheduling, and intake coordination, and you’ll route anything clinical to the appropriate team with clear documentation.

Requirements

Proficient in spoken and written English
Comfortable being on the phone consistently and communicating with confidence via call + SMS
Warm, calm, and empathetic—especially when speaking with patients who may be anxious or overwhelmed
Highly organized, with strong follow-through and the ability to manage multiple conversations at once
Comfortable in a fast-paced, ever-evolving startup environment where processes improve frequently
Detail-oriented and consistent with documentation and status tracking
Able to stay firmly within a non-clinical scope while partnering effectively with clinical/ops teams
Motivated by outcomes (appointments booked, fast response times, reduced drop-off) without sacrificing patient experience
2+ years in a customer support, patient support, front desk, intake, call center, or scheduling role
Familiarity with scheduling workflows, basic insurance/intake concepts, and appointment logistics

Nice To Haves

Experience in healthcare, telehealth, behavioral health, or a high-volume scheduling environment is strongly preferred
Comfortable using tools like Dialpad, Slack, Healthie (or similar platforms)
The most important qualifications are empathy, communication, speed + accuracy, and operational execution

Responsibilities

Answer inbound calls and texts from new patient leads with clear, accurate, and timely communication
Make outbound calls and send texts throughout the day to follow up with new leads and get them booked
Convert leads into scheduled appointments by guiding patients through the next steps, answering common questions, and reducing drop-off
Schedule and reschedule appointments, including managing missed appointments and helping patients get back on the calendar quickly
Triage intake-related issues that arise before the first visit (e.g., scheduling conflicts, basic onboarding questions, communication gaps) and escalate as needed
Provide compassionate, high-quality support with a strong focus on patient trust and satisfaction
Maintain clean, consistent documentation of patient interactions so nothing falls through the cracks
Track follow-ups and next steps to ensure each lead receives timely outreach and a clear outcome (booked, not a fit, no response, etc.)
Identify recurring lead objections or friction points and share feedback to improve scripts, workflows, and conversion rates
Work closely with internal teams to resolve issues quickly and keep the intake process moving
Maintain a reliable, high-speed internet connection for smooth and consistent communication
Always aim to deliver the best experience possible for our patients