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.

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