Patient Sales and Service Specialist

Schedule: Monday – Friday | 8:00 AM – 5:30 PM Eastern Time
Industry: Healthcare / Direct-Pay Medical Practice

About the Role

The Patient Sales and Service Specialist is the first conversation every new patient has with the practice and serves as a critical connection between inbound patient interest and booked consultations.

This is a sales role built on exceptional service.

The Specialist is responsible for converting inbound inquiries from prospective patients—many of whom may be unfamiliar with direct-pay medicine—into booked consultations, working every lead through the pipeline until it is either converted or formally closed, and helping maintain strong provider schedule utilization.

The practice is specifically prioritizing natural sales ability and closing instinct over a purely customer-service-oriented background. The mechanics of direct-pay medicine, insurance, pricing, and the practice's services can be taught; the ability to confidently guide a prospective patient toward a decision is essential.

The Specialist will manage inbound calls, web leads, text inquiries, missed-call follow-up, appointment scheduling, waitlist opportunities, recall campaigns, and outbound re-engagement.

Success in this position means responding quickly, communicating confidently, managing the complete lead pipeline, and consistently turning patient interest into scheduled consultations.

Key Responsibilities

Phone Coverage & Patient Conversion

• Answer inbound calls across all three primary service lines:
  • Dermatology.
  • Hormone optimization therapy.
  • Concierge primary care.
• Serve as the first point of contact for prospective patients.
• Convert new patient inquiries into booked consultations.
• Guide prospective patients confidently through the initial decision-making process.
• Clearly explain how the practice's direct-pay model works.
• Answer appropriate questions regarding:
  • Pricing.
  • Insurance.
  • Direct-pay services.
  • Consultation structure.
• Recognize that the way pricing and insurance questions are handled can directly influence conversion.
• Book new patient appointments.
• Reschedule appointments.
• Confirm upcoming appointments.
• Maintain a polished, professional, service-oriented communication style.
• Route medical questions to the appropriate clinical team member.
• Never provide medical advice.

Lead & CRM Management

• Respond to every:
  • Web form.
  • Text inquiry.
  • Missed call.
• Work within the practice's 5-minute lead-response window.
• Treat new web leads as time-sensitive opportunities.
• Monitor CRM lead notifications actively throughout the shift.
• Avoid relying exclusively on automated CRM outreach.
• Personally work the lead pipeline.
• Continue following each lead until the prospect is:
  • Booked, or
  • Formally closed out.
• Maintain accurate contact information.
• Document call notes.
• Maintain accurate pipeline stages.
• Record relevant patient communication.
• Ensure no lead remains stale or unworked because of missed follow-up.

Schedule & Pipeline Management

• Monitor available provider consultation slots.
• Fill cancellations whenever possible.
• Use the waitlist to fill open appointment times.
• Contact recent leads when same-day or upcoming appointment opportunities become available.
• Coordinate with the in-office team regarding:
  • Same-day schedule gaps.
  • Cancellations.
  • Late schedule changes.
• Maintain an active view of provider availability.
• Help maximize consultation-slot utilization.
• Run recall outreach to patients due for:
  • Treatments.
  • Exams.
  • Follow-up appointments.
• Re-engage stale leads.
• During lower inbound-call volume, proactively work the standing outbound list.
• Use available time productively rather than waiting passively for inbound calls.

Pricing & Sales Conversations

• Communicate transparent, published pricing confidently when prospective patients ask.
• Avoid unnecessary hesitation around cost conversations.
• Clearly explain available pricing when the service has established published pricing.
• For services without published pricing:
  • Position the paid in-person consultation as the appropriate next step.
  • Avoid attempting to negotiate treatment cost over the phone.
• Use a value-first approach when discussing premium services.
• Focus on appropriate framing and patient value rather than simply quoting a number.
• Guide patients toward booking without being overly aggressive or pushy.
• Use the internal reference pricing sheet when a prospective patient strongly requests additional pricing information to avoid an unnecessary visit.
• Continue steering the conversation toward the consultation when appropriate.
• Maintain a confident and consultative sales approach.

Outbound & Recall Outreach

• Work the practice's standing outbound list during periods of lower inbound call volume.
• Conduct recall outreach for patients due for:
  • Treatments.
  • Follow-ups.
  • Exams.
• Contact waitlist patients when appointment openings become available.
• Re-engage stale leads.
• Follow up on previous inquiries that have not yet converted.
• Help maintain a consistent pipeline of scheduled consultations.
• Use outbound activity to reduce unused provider capacity.

Optimization & Execution

• Treat every incoming web lead as time-critical.
• Prioritize speed to first contact as one of the most important performance drivers.
• Actively monitor CRM notifications throughout the workday.
• Maintain strong awareness of:
  • New leads.
  • Missed calls.
  • Text inquiries.
  • Pipeline opportunities.
• Self-manage call volume during slower periods.
• Transition immediately to outbound and recall activity when inbound volume decreases.
• Identify recurring patient objections.
• Identify scheduling issues.
• Identify process gaps.
• Escalate recurring problems the same day rather than waiting for scheduled weekly meetings.
• Continuously improve:
  • Lead response.
  • Sales conversations.
  • Objection handling.
  • Appointment conversion.
  • Pipeline organization.
  • Schedule utilization.

Reporting & Analytics

• Complete a daily activity tracker before the end of every shift.
• Record:
  • Calls handled.
  • Leads worked.
  • Consultations booked.
• Maintain accurate CRM information.
• Submit performance numbers for the weekly review.
• Participate in a weekly performance meeting focused on:
  • KPI results.
  • Conversion.
  • Pipeline health.
• Participate in a separate shorter weekly check-in focused on:
  • Patient-facing questions.
  • Objections.
  • Communication challenges.
  • Coaching.
• Flag recurring objections immediately.
• Flag process gaps the same day they are identified.
• Escalate scheduling conflicts promptly.
• Avoid holding operational issues until the weekly review.

Qualifications

Required

• At least 2 years of experience in one or more of the following:
  • Phone sales.
  • Inside sales.
  • Customer service.
  • Patient coordination.
• Demonstrated ability to confidently guide prospects toward a decision.
• Natural sales instinct.
• Strong closing ability.
• Clear and polished English communication.
• Excellent verbal communication skills.
• Ability to communicate professionally with a patient population that has specific expectations regarding clarity and communication.
• Comfortable discussing cost.
• Ability to explain pricing confidently.
• Ability to guide prospective patients toward booking without being pushy.
• Strong organizational skills.
• Ability to independently manage a complete lead pipeline.
• Ability to operate without constant day-to-day supervision.
• Highly coachable.
• Open to direct and frequent feedback.
• Ability to incorporate coaching quickly.
• Comfortable receiving feedback on live calls.
• Willing to adjust established habits when needed.
• Previous CRM experience.
• Comfortable using AI tools such as:
  • ChatGPT.
  • Claude.
  • Similar AI platforms.
• Ability to use AI appropriately for:
  • Drafting.
  • Research.
  • Routine administrative work.
• Good judgment regarding when AI should and should not be used around patient-sensitive information.
• Quiet, private, HIPAA-appropriate home workspace.
• Reliable high-speed internet connection.

Preferred

• Experience working in:
  • Med spas.
  • Aesthetic practices.
  • Cash-pay clinics.
  • Direct-pay medical practices.
  • Healthcare sales.
• Experience with GoHighLevel.
• Experience with a practice-management or EHR platform.
• Experience with Jane App.
• Previous patient scheduling experience.
• Previous recall or reactivation experience.
• Spanish language skills are a plus but are not required.

Core Competencies

The ideal Patient Sales and Service Specialist demonstrates strength in:

• Phone Sales
• Consultative Selling
• Lead Conversion
• Closing
• Patient Service
• Patient Communication
• Objection Handling
• Pricing Conversations
• Lead Follow-Up
• CRM Management
• Pipeline Management
• Appointment Scheduling
• Recall Outreach
• Waitlist Management
• Schedule Optimization
• Time Management
• Organization
• Coachability
• Accountability
• Professional Communication
• Empathy
• Initiative
• HIPAA Awareness

Typical Workday

Start of Shift – 8:00 AM ET

• Review overnight leads.
• Review voicemail messages.
• Review missed calls.
• Prioritize outstanding callbacks.
• Clear missed-call follow-up before moving into routine pipeline activity.

Throughout the Day – Inbound Calls & Lead Conversion

• Answer inbound calls live.
• Respond to web leads within the 5-minute target window.
• Respond to text inquiries.
• Convert inquiries into booked consultations.
• Book appointments.
• Confirm appointments.
• Reschedule appointments as needed.
• Answer appropriate pricing and direct-pay questions.
• Route clinical questions to the appropriate medical team member.

During Call Lulls – Outbound Activity

When inbound volume decreases:

• Work the outbound list.
• Contact waitlist patients.
• Fill schedule openings.
• Conduct treatment recalls.
• Conduct exam recalls.
• Conduct follow-up recalls.
• Re-engage stale leads.
• Follow up with unconverted prospects.

The Specialist is expected to self-manage available time rather than remain idle between inbound calls.

End of Shift

Before completing the workday:

• Update CRM notes.
• Update pipeline stages.
• Ensure lead statuses are accurate.
• Complete the daily activity tracker.
• Document calls handled.
• Document leads worked.
• Document consultations booked.
• Flag unresolved issues requiring attention.

Typical Workweek

Throughout a typical week, the Patient Sales and Service Specialist will:

• Provide full-time Monday-Friday phone coverage.
• Support all three service lines:
  • Dermatology.
  • Hormone optimization therapy.
  • Concierge primary care.
• Respond to new leads throughout the week.
• Maintain active pipeline follow-up.
• Conduct recall outreach.
• Conduct waitlist outreach.
• Re-engage stale opportunities.
• Help fill cancellations and open provider slots.
• Participate in one short weekly KPI review.
• Participate in a separate short weekly coaching and patient-interaction check-in.
• Incorporate feedback into future patient conversations.
• Maintain ongoing recall and waitlist outreach throughout the week rather than batching it into a single day.

Friday Pipeline Close

Before the end of each Friday:

• Review the complete active lead pipeline.
• Identify stale leads.
• Work outstanding opportunities.
• Update CRM stages.
• Ensure there are zero stale, unworked leads remaining at Friday close.

Performance Evaluation & Accountability

The Patient Sales and Service Specialist reports directly to the practice's two physician-owners.

Performance is evaluated primarily on the Specialist's ability to:

• Respond quickly to new patient opportunities.
• Answer calls live.
• Convert prospective patients into consultations.
• Maintain a clean and actively managed pipeline.
• Maximize provider schedule utilization.
• Prevent leads from becoming stale.
• Consistently improve through coaching.

Performance incentives are available for consistently meeting and exceeding established targets after an initial performance baseline has been established.

Key Performance Indicators (KPIs)

• New Lead Response Time: At least 90% of new leads contacted within 5 minutes.
• Calls Answered Live: At least 90% of inbound calls answered live.
• New Patient Consultations Booked: Target of 4 consultations per day.
• Lead-to-Booked Conversion Rate: At least 50%.
• Provider Schedule Utilization: At least 85% of available consultation slots filled.
• Stale Leads at Friday Close: 0.

KPI Sources

Performance is measured through:

• CRM Workflow Tags – Lead response time.
• CRM Call Reports – Live call-answer rate.
• EHR Scheduling – Consultations booked.
• CRM Pipeline Stages – Lead-to-booked conversion.
• EHR Scheduling – Provider schedule utilization.
• CRM Pipeline – Stale leads.

Reporting Structure

The Patient Sales and Service Specialist reports to the practice's two physician-owners.

The position participates in:

Weekly KPI Review

Focused on:

• Performance metrics.
• Lead conversion.
• Pipeline health.
• Schedule utilization.

Weekly Patient-Facing & Coaching Check-In

Focused on:

• Patient interactions.
• Common questions.
• Objections.
• Communication challenges.
• Coaching opportunities.

Performance and engagement are also reviewed on an ongoing basis through Virtrify's Virtual HR Department™.

Software & Tools

• GoHighLevel (GHL) – CRM and lead-pipeline management.
• Jane App – Scheduling and Electronic Health Records (EHR).
• Google Workspace – HIPAA-compliant email and calendar.
• Gemini within Google Workspace – AI support for tasks involving patient-sensitive information.
• ChatGPT – General AI-assisted research and drafting for non-patient-sensitive tasks.
• Claude – General AI-assisted research and drafting for non-patient-sensitive tasks.
• Strety – Practice operating system for:
  • Weekly priorities.
  • Open issues.
  • To-dos.

Training & Onboarding

The Patient Sales and Service Specialist will complete a structured training process focused on systems, patient communication, sales technique, HIPAA requirements, and cybersecurity.

The objective is to reach full independent ownership by Day 60.

Week 1 – EHR & Compliance Foundation

• Complete self-paced EHR system training.
• Complete required EHR certification.
• Training is video-based and typically completed within the first week.
• Complete the required HIPAA training module.
• Complete HIPAA sign-off before accessing any system containing patient data.
• Complete cybersecurity training specific to personal medical information.

Cybersecurity training includes:

• Approved technology and AI tools.
• Patient-data handling.
• Screen-sharing rules.
• Remote-work environment standards.

Weeks 1–2 – CRM & Pipeline Training

• Complete training on the practice's GoHighLevel CRM.
• Learn the practice's specific:
  • Pipeline.
  • Lead stages.
  • Tags.
  • Workflows.
  • Notifications.
• Learn the 5-minute lead-response expectation.
• Learn pipeline-management requirements.
• Learn CRM documentation standards.
• Learn scheduling and lead handoff procedures.

Live Sales & Communication Training

The Specialist will participate in a live one-on-one session with the practice focused on:

• Call-handling nuances.
• Patient communication.
• Pricing conversations.
• Direct-pay explanations.
• Objection handling.
• Appropriate tone.
• Consultation positioning.

Existing reference sheets will be provided for common scenarios.

Mock Call Training

Before independently handling live calls, the Specialist will:

• Complete practice mock calls.
• Practice common patient scenarios.
• Practice pricing conversations.
• Practice objection handling.
• Practice direct-pay explanations.
• Receive feedback.
• Refine closing techniques.

Day 60 Expected Outcome

By Day 60, the Patient Sales and Service Specialist should operate independently across:

• Inbound call handling.
• New lead response.
• Patient conversion.
• Appointment booking.
• Pipeline management.
• Recall outreach.
• Waitlist outreach.
• Stale-lead re-engagement.
• Pricing conversations.
• Daily reporting.
• CRM maintenance.

The Specialist should also begin proactively identifying and recommending process improvements based on direct experience with the patient pipeline.

Work Environment

• Fully remote.
• Full-time.
• Monday – Friday | 8:00 AM – 5:30 PM Eastern Time.
• Availability should remain within approximately one hour of the practice's time zone.
• Quiet, private, HIPAA-appropriate home office required.
• Reliable high-speed internet connection.
• Professional phone and headset setup suitable for sustained daily call volume.
• Comfortable spending a significant portion of the workday on the phone.
• Professional communication environment.
• Strong confidentiality standards.
• Seamless integration into the practice's communication style is expected.

The patient experience should feel fully integrated with the practice. Patients should not be able to distinguish the Specialist's remote location from an interaction originating directly inside the medical office.

About the Company

Our client is a multi-location, direct-pay medical practice group in South Florida operating three primary service lines:

• Dermatology.
• Hormone optimization therapy.
• Concierge primary care.

The practice operates a boutique, non-high-volume model with transparent pricing and a strong emphasis on treating patients as guests rather than simply as appointment slots.

The organization is currently scaling patient volume and expanding its dedicated phone and sales coverage to support continued growth.

Unlike a traditional high-volume call-center environment, the practice emphasizes:

• Personalized patient interactions.
• Professional communication.
• Strong service.
• Confident sales conversations.
• Transparent pricing.
• High-quality patient experience.

The Patient Sales and Service Specialist plays a central role in this growth by ensuring inbound demand is converted into scheduled consultations while maintaining the premium patient experience expected by the practice.

Final Notes

The Patient Sales and Service Specialist is expected to become the operational owner of the practice's front-end patient sales and scheduling pipeline.

Success in this position means:

• New leads receive contact within minutes rather than hours.
• At least 90% of new leads are contacted within the 5-minute target.
• At least 90% of inbound calls are answered live.
• The Specialist consistently works toward the target of 4 new patient consultations booked per day.
• Lead-to-booked conversion remains at or above the 50% target.
• Provider consultation schedules maintain at least 85% utilization.
• Friday closes with zero stale, unworked leads.
• Pricing conversations are handled confidently.
• Direct-pay medicine is clearly explained to prospective patients.
• Patients are guided toward consultations without experiencing aggressive or uncomfortable sales pressure.
• Clinical questions are appropriately routed rather than answered by the Specialist.
• Cancellations and open appointment slots are actively filled.
• Recall opportunities are consistently worked.
• Slow periods are converted into productive outbound activity.
• CRM information remains accurate.
• Daily activity reporting is completed consistently.
• Coaching is actively incorporated into future calls.
• HIPAA and patient-data requirements are strictly followed.
• By Day 60, the Specialist independently manages the complete front-end patient pipeline while actively contributing ideas to improve conversion, scheduling, and the overall patient experience.