Patient Outreach Specialist

Description

Patient Outreach Specialist Marietta, GA · Full-time · On-site

The role

Someone was just hurt in an accident. They reached out to us, filled out a form, or missed our call, and they still haven't booked their first visit. You're the person who reaches them, answers their questions, and gets them the care they need.

You’ll work a daily list of personal injury patients our front-line intake team wasn’t able to schedule. By phone, text, and email, you’ll reconnect with them, understand what’s holding them back, and help them commit to an appointment. This is a step up from a traditional call center role: you get the harder conversations, more ownership, and pay that rewards results.

You’ll have clear daily and monthly goals, and an incentive plan that puts total earnings around $100K when you hit them.

About AICA Orthopedics

AICA is Atlanta’s premier integrated orthopedic and injury care network — 21 locations, 400+ employees, and 25 years caring for accident victims across metro Atlanta. Most of our patients are recovering from auto and other accidents while juggling attorneys, insurance, and getting their lives back on track. We are fast-moving, data-driven, and growing.

What you’ll do

Patient outreach and scheduling

• Work a daily call list of patient inquiries: web forms, social leads, missed calls, and patients who didn’t book on first contact.
• Reach out quickly by phone, text, and email; the faster we connect, the more patients we help.
• Listen, answer questions, handle hesitation, and schedule patients into the right clinic.
• Follow a set follow-up schedule for patients you don’t reach or schedule the first time.
• Hit daily call targets and monthly appointment goals.

Attorney and insurance coordination

• Connect patients who don’t have legal representation to our attorney referral resources.
• Coordinate with attorney offices on referred patients and record status in Salesforce.

Documentation

• Log every call, text, and email accurately in Salesforce.
• Keep your call list current so no patient falls through the cracks.
• Follow HIPAA requirements in every conversation and record.

How success is measured

• Appointments scheduled each month (your primary goal)
• Speed to first contact on new patient inquiries
• Daily call and contact volume
• Percentage of contacted patients who schedule
• Show rate: scheduled patients who attend their first visit
• Attorney referral conversions
• Accuracy of your Salesforce records

What we’re looking for

• 2+ years in a high-volume call center, patient access, patient scheduling, or intake role.
• Proven track record against call, conversion, or scheduling goals: you can tell us your numbers.
• Healthcare, medical scheduling, or personal injury experience strongly preferred.
• Familiarity with attorney referrals or insurance coordination is a plus.
• 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.
• Bilingual English/Spanish strongly preferred given our patient population.

Compensation and benefits

• Base salary of $60,000-$65,000, depending on experience.
• Monthly incentives tied to appointments, conversion, and show rate, with total target earnings around $100,000.
• Medical, dental, and vision insurance.
• Paid holidays and PTO.
• Structured onboarding, ongoing coaching, and room to grow within AICA’s network.

Schedule and location

• On-site at AICA headquarters in Marietta, GA.
• Full-time, 40 hours per week, Monday through Friday.
• Some schedule flexibility for the right candidate, based on business need.

Requirements

What we’re looking for

• 2+ years in a high-volume call center, patient access, patient scheduling, or intake role.
• Proven track record against call, conversion, or scheduling goals: you can tell us your numbers.
• Healthcare, medical scheduling, or personal injury experience strongly preferred.
• Familiarity with attorney referrals or insurance coordination is a plus.
• 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.
• Bilingual English/Spanish strongly preferred given our patient population.