Healthcare Engagement Coordinator
About the role
We are seeking a Referral & Partnerships Specialist to grow and maintain the flow of patient referrals to our clinical team. Working remotely, you will engage with residential aged care homes, general practices, and retirement villages across Australia to introduce our services and establish strong referral pathways. Success in this role will be measured by the number of referrals generated, ongoing referrer engagement, effective follow-up, and accurate pipeline management. This is a fully remote, non-clinical position with no face-to-face contact, clinical advice, or direct patient care.
What you'll do
- Referral Generation & Referrer Engagement
- Conduct outbound calls to residential aged care homes, general practices, and retirement villages to introduce clinical services and referral pathways.
- Identify and engage key decision-makers, including facility managers, directors of nursing, care coordinators, practice managers, principals, and practice nurses.
- Gather and maintain relevant information about each organisation, including existing clinical services, visiting practitioners, resident numbers, and telehealth capabilities.
- Clearly explain available telehealth and in-person services and the referral process.
- Identify qualified referral opportunities and escalate them to the relevant manager with a clear summary of the opportunity.
- Pipeline Management & Follow-Up
- Maintain accurate and up-to-date CRM records, including contact details, decision-makers, conversation history, referral status, and next steps.
- Segment and prioritize contacts based on follow-up requirements and referral potential.
- Conduct scheduled follow-up calls to maintain engagement and drive referrals.
- Track referral progression from initial contact through first referral and ongoing engagement.
- Identify dormant or at-risk referrers and escalate opportunities requiring further support.
- Prepare weekly activity and pipeline reports covering calls, engagement, referrals, and key barriers.
- Coordination & Administration
- Send referral forms and service information following conversations and confirm receipt.
- Contribute to improvements in outreach strategies, objection handling, service materials, and referral processes.
- Conduct & Compliance
- Handle personal and health information in accordance with Australian privacy legislation and organisational policies.
- Represent the organization professionally and accurately at all times.
- Follow established policies, procedures, and information security requirements.
Requirements
- Excellent spoken and written English, with confidence handling both scripted and unscripted telephone conversations.
- Proven outbound calling experience in referral generation, business development, appointment setting, account management, or member services.
- Strong rapport-building skills with decision-makers and gatekeepers, with the resilience to handle objections and rejection professionally.
- Experience using CRM or similar systems to manage pipelines, record interactions, and maintain structured follow-ups.
- Strong numerical and reporting skills, with the ability to accurately track activity and results.
- High level of self-direction, accountability, and ability to work independently across time zones.
- Strong integrity, discretion, and sound judgment when handling confidential and health-related information.
About Outsourced
Outsourced is a leading offshore staff outsourcing company in the Philippines, delivering dedicated full-time remote talent and offshore staffing services to global businesses of all sizes. We specialize in building high-performing offshore teams tailored to your operational needs. Offering both flexible work-from-home and premium office-based setups, we invest heavily in cutting-edge technology and optimal working environments, ensuring your team operates seamlessly and productively from day one.
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