Inside Sales Specialist - Patient Access & Scheduling

The Inside Sales Specialist – Patient Access & Scheduling is responsible for direct outreach to patients who have not yet scheduled their referred studies, with a focus on difficult-toschedule cases. This role engages patients who may be hesitant, unresponsive, or experiencing scheduling barriers and works to secure confirmed appointments.

Working closely with physician offices, referral partners, and internal teams, this role helps ensure referred patients receive follow-up outreach and support through the scheduling process. The Inside Sales Specialist focuses on patient engagement, objection handling, and persistent outreach to improve scheduling completion.

Reports to: Operations Manager

Works cross-functionally with:

• Physician offices
• Referral partners
• Internal sales representatives
• Intake & insurance teams
• Scheduling operations

Core Responsibilities

Difficult Patient Outreach & Scheduling

• Conduct direct outreach to patients who have not yet scheduled their referred studies • Focus on patients who have delayed, declined, or become unresponsive to prior scheduling attempts
• Engage patients through phone, text, and email to secure confirmed appointments • Utilize effective communication and objection handling to encourage patients to move forward with testing

Patient Barrier Resolution

• Address common barriers to scheduling such as scheduling conflicts, hesitation about testing, or general patient concerns
• Provide clear information about the testing process and next steps
• Escalate complex insurance, clinical, or authorization questions to the appropriate internal teams when needed

Physician Office Coordination

• Communicate with referring physician offices when additional patient outreach or followup is needed
• Help ensure referred patients are contacted and supported through the scheduling process
• Provide updates on patient scheduling progress when requested

Case Tracking & Documentation

• Document outreach attempts and patient interactions in the scheduling system
• Track scheduling outcomes and follow-up activity for assigned patients
• Maintain accurate records of patient communications and scheduling status

Role Impact

This role supports patient access and scheduling operations by directly engaging patients who have not yet scheduled their studies. Through consistent outreach and follow-up, the Inside Sales Specialist helps increase scheduling completion and supports referred patients in moving forward with recommended testing.

Qualifications

Required

• Experience in healthcare scheduling, patient access, or inside sales
• Experience handling outbound patient outreach or high-volume calling
• Strong communication and objection handling skills
• Ability to manage patient follow-up and scheduling activities in a remote environment

Preferred

• Experience working with physician offices or referral partners
• Familiarity with insurance or healthcare scheduling workflows
• Experience in diagnostic testing or specialty healthcare services

Key Performance Indicators (KPIs)

• Difficult patient conversion rate
• Scheduling completion rate
• Outreach attempt volume
• Speed-to-schedule for assigned patients
• Study completion outcomes