Patient Conversion and Outreach

•      Make outbound calls to patients referred by healthcare providers, educating them on THO's incontinence supply services and guiding them through the opt-in enrollment process.

•      Handle high-volume inbound calls from patients, caregivers, and referral sources with urgency, professionalism, and a conversion-focused mindset.

•      Confidently address patient objections and hesitations (whether related to cost, convenience, or familiarity) and pivot to solutions that move the patient toward enrollment.

•      Meet or exceed opt-in conversion targets as defined by each project's scope and timeline; track personal conversion activity and adjust outreach approach to improve results.

•      Manage a pipeline of leads and follow up consistently until each patient makes a decision.

Intake and Enrollment Administration

•      Verify patient demographic information (delivery address, phone number, size, attending physician) and confirm payor source and eligibility.

•      Collect clinical information needed for physician approval: monthly supply amounts, length of service, supporting diagnosis, NPI number.

•      Send required paperwork to physician offices and follow up tenaciously to ensure timely return of all signed documentation.

•      Log completed patient records, release items for delivery, or route for insurance authorization per payer specifications.

•      Obtain initial insurance authorization as required.

Relationship Management and Communication

•      Advise referral sources on referral status and maintain positive, ongoing relationships with healthcare partners and account managers.

•      Identify alternative resources for patients THO is unable to serve, ensuring every interaction reflects the company's mission and values.

•      Escalate customer service issues to management promptly and appropriately.

•      Document all calls and patient interactions in accordance with company policies and procedures.