Appointment Setter

Appointment Setter (Remote, Contractor) Company: Handspring Health Schedule: Monday to Friday, 9am to 6pm EST Pay: $5 to $10 per hour, based on experience Location: Fully remote DISCLAIMER: Please keep all communication here on Upwork and do not reach out via email or Linkedin. About the role Handspring Health is a virtual mental health clinic for kids, teens, and their families. The appointment setter is often the first person a family talks to, so this role sets the tone for the entire experience. You will own outbound and inbound communication, keep our scheduling pipeline clean, and make sure families get booked, confirmed, and seen. This is a high volume, detail heavy role with 100+ calls a day. It's built for someone who loves staying organized, moving fast, and helping people feel taken care of. What you'll do Run outbound outreach at high volume. Expect 100+ calls a day, plus the text follow ups that go with them. You'll call and text prospective families to schedule intakes and follow up on leads that have gone quiet. Handle inbound calls and messages. Answer questions, book appointments, and route anything clinical to the right team with care. Manage SMS conversations. Respond quickly and clearly across text, keeping every thread warm and professional. Keep the CRM accurate. Log every touch in LeadSquared so the pipeline always reflects reality. Nothing falls through the cracks. Confirm insurance and details. Verify insurance and key info during scheduling so families are set before their first visit. Win back no shows and cancellations. Actively call and text families who cancelled or missed a visit and guide them back to a rebooked appointment. This is a core part of the job, not an afterthought. Keep show rates high. Send reminders and confirmations so families show up for the appointments they book. Use AI tools to work faster. Lean on platforms like ChatGPT and Claude to draft messages, summarize calls, and speed up repetitive work. Report on your own performance. Submit a weekly self report on your key metrics so you and the team always know how things are tracking. What we're looking for Fluent English with clear communication. You speak in clear, neutral English that's easy for families and patients to understand over the phone and in writing. CRM experience. You've worked inside a CRM and know how to keep records clean. Experience with LeadSquared is a plus. Customer experience background. You've handled customers or patients before and know how to make people feel heard. Phone confidence. You're comfortable making outbound calls and handling inbound ones without missing a beat. SMS fluency. You can manage high volumes of text conversations and keep each one clear and friendly. Extremely detail oriented. You catch the small stuff. Accurate notes, correct details, and zero dropped follow ups. Comfortable with AI platforms. You already use or are eager to use tools like ChatGPT and Claude in your daily work. Reliable remote setup. A quiet workspace, stable internet, and a headset, plus the ability to work consistent EST hours. Success in this role Your performance is measured on three things: 1. New bookings. The number of new consults you get on the calendar. 2. Book rate. The share of leads you work that turn into a booked appointment. 3. Rebook rate. The share of no shows and cancellations you bring back to a rebooked visit. In your first few weeks, you'll know our scheduling flow cold and be booking independently. Within a couple of months, you'll be a steady driver of all three numbers, with a clean CRM and insurance confirmed before every first visit. Your weekly self reports will show consistent, reliable performance the team can count on. How to apply Send your resume and a short note on your scheduling or customer experience background. If you have call center or patient coordination experience, tell us about it. Voice recording required. Because this is a phone heavy role, we need to hear your clarity and phone presence. Record yourself reading the script below exactly as written, in a normal speaking voice, and attach it to your application. Audio or video is fine. "Hi, this is [Your Name] calling from Handspring Health. Am I speaking with the parent or guardian of Jordan? Wonderful, thank you. I'm reaching out because Jordan was scheduled for a session with us and it looks like it wasn't able to happen, so I'd love to help get you back on the calendar at a time that works better for your family. We have an opening this Thursday, June 18th, at 2:30 in the afternoon, or Friday morning at 11. Would either of those work for you? Perfect. I'll get that booked right now and send a confirmation by text. If anything changes, just reply to that message any time and I'll take care of it for you. Thank you so much, and we look forward to seeing Jordan soon."