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.