United States onlyLocation:
PERMANENT DAYSHIFT WFH :
Fully remote (offshore-Philippines based) role
ROLE TITLE : Patient Engagement & Conversion Specialist
What Success Looks Like in This Role
Purpose of the Role
Details
ROLE TITLE : Patient Engagement & Conversion Specialist
- Working hours aligned to Australian business hours
(11 am- 7 pm AEST to accommodate WA clients) - Regular communication with the Australian team
What Success Looks Like in This Role
You are responsive, empathetic, and confident on the phone. You understand the needs of families seeking support and can clearly communicate how XRHealth can help. You
consistently follow up leads, convert interest into action, and ensure patients are
successfully booked into their first appointment.
The client is at the forefront of healthcare innovation, delivering cutting-edge virtual
The client is at the forefront of healthcare innovation, delivering cutting-edge virtual
reality (VR) and augmented reality (AR) solutions to improve patient outcomes. Our recent merger with another care facilities further strengthens our capability in treating conditions such as anxiety, phobias, stress, ADHD, and other mental health conditions through immersive technology.
We are expanding our Australian operations and are seeking a highly motivated Offshore
Patient Engagement & Conversion Specialist to support our growing demand and
improve patient access to our services.
Purpose of the Role
This role is responsible for engaging with prospective patients (primarily parents and
caregivers), guiding them through XRHealth’s service offering, and converting leads into
enrolled patients. You will play a key role in ensuring a seamless, supportive, and informative experience for individuals seeking care, while also contributing to the growth of our patient base.
Key Responsibilities
- Proactively follow up on inbound leads generated through marketing campaigns,
referrals, and existing pipeline lists
- Engage with prospective patients/parents/caregivers via phone, email, and
messaging platforms
- Clearly explain XRHealth’s clinical services, programs, and treatment pathways in a
simple and empathetic manner
- Guide prospective patients through the enrolment process
- Convert qualified leads into active patients
- Book initial appointments with clinicians in a timely manner
- Maintain accurate and up-to-date records in HubSpot (CRM)
- Manage and prioritise a high volume of leads effectively
- Work closely with the Australian clinical and operations team
- Provide feedback on lead quality, common objections, and opportunities to improve
conversion
Key Outcomes (Success Measures)
- Lead response time and follow-up consistency
- Conversion rate from lead to enrolled patient
- Number of appointments successfully booked
- Quality of patient interactions and experience
- Accuracy and completeness of CRM data
Requirements
Skills & Experience (Essential)
- Previous experience in sales, customer service, or patient coordination roles
- Strong verbal communication skills, particularly over the phone
- Proven ability to build trust and rapport quickly with patients and families
- Confident explaining services and handling questions or objections
- Highly organised with the ability to manage multiple leads simultaneously
- Strong experience using HubSpot (CRM)
- Experience working with Australian clients and/or within the Australian
healthcare system
- Results-oriented with a proactive and accountable mindset
Nice to Have
- Experience in healthcare, allied health, or patient services
- Understanding of the NDIS (National Disability Insurance Scheme)
Details
