Patient Relationships Specialist - TRT

The opportunity

Voy is scaling fast across weight loss and TRT, and things move quickly here. Our SOPs and processes are constantly being refined and updated as we grow — what's true this month may be improved on next month. We're looking for a Patient Experience Specialist who thrives in that kind of environment: someone who can handle real patient problems independently, adapt as processes evolve, and doesn't need everything to stay fixed to do their job well.

What you'll do
- Proactively contact patients across the patient journey, by phone and email, to help them move from consultation to active treatment.
- Work through your allocated patient list every day, prioritising those most likely to benefit from a timely conversation.
- Have genuine, empathetic conversations to understand each patient's situation, goals and concerns, whether that's cost, timing, side effects or simply needing more information.
- Address hesitations and questions clearly and honestly, helping patients make an informed decision that's right for them.
- Guide patients step by step through onboarding, from sign-up to their first order, and resolve any blockers along the way.
- Follow up with patients who missed their consultation or asked for more time, at the moment that suits them.
- Log every interaction accurately in our CRM and support tools, keeping patient records and pipelines up to date.
- Hit your weekly activation and conversion goals, and track your progress using the team dashboard.
- Share what you hear from patients with the wider team, so we can improve the patient experience and remove common sticking points.
- Handle sensitive health information with discretion and in line with data protection and clinical guidelines.

Who you are
Experience
- Experience in a contact centre or customer service environment, ideally in a high-volume, target-driven team.
- A track record in outbound calling and proactive outreach, confidently starting conversations with people who haven't contacted you first.
- Hands-on experience with a contact centre or helpdesk platform such as Zendesk, Freshdesk or Aircall.
- Hands-on experience with a CRM such as Pipedrive, HubSpot or Salesforce, including managing a pipeline and logging activity.

Skills and qualities
- Strong skills in handling objections, turning concerns into constructive conversations without pressuring anyone.
- Genuine empathy and the ability to build trust quickly, including when discussing personal health topics.
- A self-starter attitude: you take ownership of your patient list and don't wait to be told who to call next.
- Ability to learn quickly, picking up product, clinical and process knowledge and applying it in live conversations.
- Clear, friendly communication in writing and on the phone.
- Organised and data-aware, comfortable working towards goals and reviewing your own performance.

Nice to have
- Experience in healthcare, telehealth, pharmacy or another regulated industry.
- Experience in a patient-facing or subscription-based business.