Patient Outreach Coordinator (Contract)

About PatientIQ

PatientIQ is a fast-growing health tech company on a mission to improve patient outcomes. We partner with healthcare providers, medical device companies, and researchers to collect, analyze, and act on patient-reported outcomes data at scale — powering smarter clinical decisions and accelerating the future of value-based care.

Headquartered in Chicago and backed by top-tier venture capital and major health system investors, PatientIQ is building the largest platform for healthcare providers, industry partners, and researchers to collaborate on what matters most: helping patients get better.

The opportunity

Healthcare organizations are under increasing pressure to collect patient-reported outcome (PRO) data to comply with CMS mandates and demonstrate care quality. While PatientIQ's platform automates the majority of that outreach digitally, some patients require a more personal touch - a real person on the other end of the line.

PatientIQ is expanding its patient outreach function, and we're looking for someone ready to grow with it.

As a Patient Outreach Coordinator, you'll conduct outbound calls to patients on behalf of our health system customers, working to ensure they complete outstanding PRO surveys at critical care milestones. You'll have real input into how this function evolves - identifying patterns, refining scripts and workflows, and helping shape the processes that make patient outreach more effective as we grow.

This is an ideal role for someone early in their career who is detail-oriented, comfortable on the phone, and energized by the opportunity to improve and refine how things work rather than simply follow a fixed script

This is a CONTRACT role with hourly pay, expected to be around 40 hours per week. It is not benefits eligible.

What you'll do

• Conduct outbound calls to patients on behalf of PatientIQ health system customers, guiding them to complete outstanding PRO surveys at pre- and post-operative timepoints
• Follow approved call scripts and objection handling guides, adapting your approach based on patient context while staying within defined protocols
• Log every call attempt with accuracy and notes using PatientIQ's internal tracking tools
• Manage your daily call queue by priority, ensuring highest-risk patients (those closest to survey expiration windows) are reached first
• Adhere strictly to HIPAA requirements, do-not-call policies, and approved voicemail protocols at all times
• Escalate clinical questions or concerns immediately using the defined escalation path
• Provide regular feedback on call patterns, patient objections, and process gaps to help the team continuously improve scripts, workflows, and tooling
• Participate in training and quality review sessions as the outreach program matures

What success looks like

We believe clarity drives performance. Here's what the first 90 days look like in this role:

30 days

- Completes onboarding and PatientIQ platform training

- Demonstrates accurate call logging with no material errors

- Passes a script read and live call observation with hiring manager

- Has begun making independent calls

60 days

- Independently managing full daily call queue across active pilot accounts with no daily check-in required

- Logging accuracy consistently high (reviewed weekly)

- Has surfaced at least one process observation or improvement suggestion

90 days

- Measurable PRO completion lift attributable to call outreach on at least one pilot account

- Call handling feels natural and confident across all four scenario types (live, voicemail, objection, clinical escalation)

- Has contributed meaningfully to at least one script or workflow refinement

What you bring

• Bachelor's degree or equivalent practical experience
• Prior experience in a patient-facing, customer service, or outbound calling role
• Strong verbal communication skills and comfort engaging with patients over the phone with empathy and professionalism
• High attention to detail and a habit of thorough, accurate documentation
• Process-oriented mindset, you notice when something could work better, and you say so
• Ability to work independently in a remote environment with minimal day-to-day supervision

Nice to have

• Bachelor's degree in a healthcare-related field or equivalent practical experience
• Familiarity with healthcare terminology, clinical workflows, or patient engagement concepts
• Experience in high growth SaaS environments
• Familiarity with HIPAA or other compliance frameworks
• Demonstrated experience in healthcare operations, quality improvement, or care coordination