Patient Outreach Specialist
About The Position
The Patient Outreach Specialist role focuses on contacting personal injury patients who have expressed interest but have not yet booked their first visit. This involves reaching out via phone, text, and email to understand barriers to scheduling, answer questions, and secure appointments. It is described as a step up from a traditional call center role, offering more challenging conversations, greater ownership, and performance-based pay. The role is designed to help patients get the care they need after an accident, while juggling legal and insurance matters. AICA Orthopedics is a large network of integrated orthopedic and injury care clinics with a focus on accident victims.
Requirements
- 2+ years in a high-volume call center, patient access, patient scheduling, or intake role.
- Proven track record against call, conversion, or scheduling goals.
- Comfortable making outbound calls and talking hesitant people through their concerns.
- Experience with Salesforce or a similar CRM or scheduling system.
- Typing speed of 40+ WPM with strong data entry accuracy.
Nice To Haves
- Healthcare, medical scheduling, or personal injury experience strongly preferred.
- Familiarity with attorney referrals or insurance coordination is a plus.
- Bilingual English/Spanish strongly preferred given our patient population.
Responsibilities
- Work a daily call list of patient inquiries from web forms, social leads, missed calls, and patients who didn't book on first contact.
- Reach out quickly by phone, text, and email to connect with patients.
- Listen to patient concerns, answer questions, handle hesitation, and schedule patients into the appropriate clinic.
- Follow a set follow-up schedule for patients who are not reached or scheduled on the first attempt.
- Hit daily call targets and monthly appointment goals.
- Connect patients without legal representation to attorney referral resources.
- Coordinate with attorney offices on referred patients and record their status in Salesforce.
- Log every call, text, and email accurately in Salesforce.
- Keep the call list current to ensure no patient falls through the cracks.
- Follow HIPAA requirements in all conversations and records.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Paid holidays
- PTO
- Structured onboarding
- Ongoing coaching
- Room to grow within AICA's network
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
