Patient Onboarding Specialist

About the role

Greenbrook Medical is building the new standard in primary care. We deliver high-touch, relationship-based care through neighborhood clinics, grounded in a simple belief that every senior deserves the kind of care we would want for our own families. Our model emphasizes time with patients, coordination, and a personalized approach that improves outcomes while lowering total cost of care. We take full accountability for patient outcomes and overall cost of care, aligning clinical excellence with disciplined execution. The results speak for themselves, with a patient Net Promoter Score of 91 compared to 32 for typical healthcare organizations, reflecting our belief that happier patients are healthier patients. Rooted in Tampa Bay, our partnership with Tampa General Hospital has supported our growth as we expand across the region. Backed by strong unit economics, experienced operators, and a clear playbook, Greenbrook is entering its next phase of growth. We are looking for builders and operators who want to help scale a platform designed to deliver better care, better coordination, and better outcomes for seniors. We're seeking an Onboarding Specialist to welcome prospective new members, introduce them to Greenbrook Medical, and schedule their first PCP visits. This role combines customer service, relationship-building, and tenacity to help grow and retain our patient community. As part of the Growth team and reporting to our VP of Growth and Population Health, the Onboarding Specialist connects with attributed patients and insurance-provided leads, manages PCP changes, and ensures a smooth onboarding experience. This role is focused on converting potential members while representing Greenbrook Medical's values-driven mission to seniors, their families, and the community. The ideal candidate is self-motivated, personable, and resilient, with strong customer service skills and comfort in high-volume outreach. If you enjoy engaging with seniors, building relationships, and making a direct impact on access to quality primary care, this is a great opportunity to grow with a supportive and dynamic team.

Responsibilities

• Patient Outreach & Engagement
• Make high-volume outbound calls to connect with prospective patients and insurance leads, including cold calls to introduce them to Greenbrook and our mission.
• Respond quickly and professionally to inbound inquiries via phone, web, or other channels.
• Schedule and guide patients on clinic tours, giving them a warm, informative first impression of Greenbrook.
• Represent Greenbrook at community events, engaging prospective members and sharing our value and care philosophy.
• Scheduling & Coordination
• Coordinate new patient PCP appointments and ensure all paperwork is completed smoothly.
• Assist with transferring medical records and other information to make the patient onboarding experience seamless.
• Data Management & Documentation
• Keep accurate records of all outreach, calls, and follow-ups in our CRM, EHR, and other tools.
• Track outcomes to help the team measure success and improve engagement strategies.
• Compliance & Team Support
• Follow HIPAA regulations and company policies to protect patient information.
• Support the team with a variety of tasks as needed, contributing to overall success in a dynamic and fast-paced environment.
• Accountabilities
• The primary goal of the Onboarding Specialist is to support patient growth and retention by:
• Proactively calling prospective members and attributed patients to encourage PCP selection at Greenbrook Medical and ensuring that the patients schedule and complete their first visit.
• Responding quickly to inbound leads to convert interest into scheduled visits.
• We measure success by:
• First visit success rate: >90% of newly attributed members have a successful new patient visit within 30 days of attribution.
• Engagement:
• About You

Requirements

• 3+ years of customer service experience and cold calling prospects
• Prior sales, retail, medical office, senior living, or service industry experience strongly preferred
• Resilience & persistence: Comfortable with high-volume outbound calls and consistent follow-up.
• Empathy & communication: Adapts tone for outreach and inbound support; strong listening, clear communication, and persuasive storytelling.
• Results-oriented: Focused on measurable outcomes like appointments scheduled and conversion rates.
• Team & relationship skills: Builds trust and rapport quickly, collaborates effectively, and balances individual and team goals.
• Problem-solving & objection handling: Navigates concerns, offers alt

Benefits

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