Lead Conversion Specialist

Legion Health, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Answer inbound phone calls and text messages from new patient leads to guide them through scheduling a first psychiatric appointment
• Make outbound calls and send SMS messages daily to follow up with leads and convert them into scheduled appointments
• Reduce patient drop-off by clearly explaining next steps, addressing common questions, and providing timely responses
• Schedule and reschedule patient appointments, including managing missed appointments and re-engaging patients to get them back on the calendar
• Triage non-clinical intake issues such as scheduling conflicts, insurance questions, onboarding confusion, and communication gaps
• Escalate clinical concerns to appropriate teams with accurate documentation while maintaining strict boundaries around non-clinical responsibilities
• Maintain detailed, consistent records of all patient interactions to ensure no lead falls through the cracks
• Track lead status for each contact (booked, not a fit, no response, etc.) and ensure timely follow-up based on defined protocols
• Identify recurring objections or friction points in the conversion process and provide actionable feedback to improve scripts, workflows, and conversion rates
• Collaborate with internal operations and clinical teams to resolve scheduling issues quickly and keep the intake pipeline moving smoothly
• Use tools such as Dialpad, Slack, and Healthie (or similar platforms) to manage communications, schedule appointments, and update patient records
• Work within a strict 1:00 PM to 9:30 PM Central Time schedule to align with patient availability and operational needs
• Maintain a reliable, high-speed internet connection to ensure uninterrupted phone and messaging communication
• Deliver compassionate, empathetic support to patients who may be anxious, overwhelmed, or uncertain about seeking mental health care
• Prioritize patient trust and satisfaction while consistently meeting operational goals for appointment conversion and response speed
• Adapt quickly to evolving processes in a fast-paced startup environment where workflows are frequently optimized for efficiency and scale
• Focus on measurable outcomes including appointment bookings, reduced lead response time, and minimized conversion drop-off

🎯 Requirements

• 2+ years of experience in customer support, patient support, front desk, intake, call center, or scheduling role
• Proficient in spoken and written English
• Comfortable being on the phone consistently and communicating confidently via phone and SMS

🏖️ Benefits

• Fully remote work setup
• Work hours from 1:00 PM to 9:30 PM Central Time
• Opportunity to support a mission-driven healthcare initiative focused on scalable mental health access
• Hourly compensation ranging from $5 to $15 per hour

Skills & Technologies

Senior

Remote

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Legion Health, Inc.

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About Legion Health, Inc.

Legion Health operates a marketplace that matches patients with licensed psychiatrists and therapists for telehealth services. The platform enables healthcare organizations to book mental-health appointments on demand, while clinicians set their own schedules and pricing. Founded in 2021 in Austin, Texas, the company vets providers through credentialing and malpractice insurance verification, then offers them to health systems, primary-care practices, and payers seeking rapid access to mental-health resources.

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