Patient Engagement & Administrative Virtual Assistant

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Engage directly with patients via phone, email, and SMS.

• Provide timely and professional responses to patient inquiries and concerns.

• Assist patients through the necessary steps for sleep testing or diagnostic documentation.

• Recognize barriers preventing patients from completing necessary actions.

• Conduct consistent follow-ups with patients who have pending actions or submissions.

• Motivate patients to finalize sleep testing, submit existing diagnoses, or purchase a sleep test when suitable.

• Establish rapport and trust while upholding professional boundaries.

• Record patient interactions, responses, follow-up activities, and completion statuses.

• Input and manage patient data within CRM and patient-management systems.

• Perform administrative data entry and record maintenance tasks.

• Safeguard the confidentiality and security of patient information.

• Track patient interactions, completion metrics, outstanding actions, and progress.

• Detect trends and opportunities to enhance patient engagement strategies.

• Offer general administrative support and maintain follow-up lists and task records.

• Collaborate with support, clinical, and marketing teams.

• Escalate issues that require assistance from other departments.

• Communicate recurring patient questions, concerns, and obstacles to relevant teams.

• Collect patient feedback and propose practical workflow enhancements.

• Assist in developing effective follow-up strategies to improve completion rates.

• Operate independently within an agreed scope of services, timelines, guidelines, and deliverables.

⛳️ Requirements

• Minimum of 2 years of experience in customer service, administrative support, patient engagement, or a related field.

• Experience in healthcare or direct-to-consumer settings is preferred.

• Exceptional verbal and written communication skills in English.

• Professional and empathetic demeanor on the phone.

• Ability to communicate effectively with patients via phone, email, and SMS.

• Strong interpersonal and relationship-building capabilities.

• Comfortable operating in a results-driven environment.

• Excellent organizational and documentation skills.

• Keen attention to detail.

• Capacity to manage multiple tasks and follow-ups at once.

• Strong problem-solving and critical-thinking abilities.

• Proactive in identifying and addressing obstacles.

• Comfortable adhering to established processes and appropriately pushing back when necessary.

• Ability to work independently with minimal supervision.

• Proficient in using CRM and patient-management systems.

• Strong computer and administrative skills.

• Capable of maintaining confidentiality while handling sensitive patient information.

• Prior experience in healthcare administration is preferred.

• Experience working with patients or healthcare consumers is preferred.

• Background in mental health, medical, sleep-health, or similar healthcare environments is preferred.

• Familiarity with patient engagement or patient success programs is preferred.

• Experience with Salesforce or similar CRM platforms is preferred.

• Prior work in a direct-to-consumer healthcare environment is preferred.

• Bachelor's degree preferred, though equivalent professional experience will be taken into account.

• Experience in a performance- or target-driven environment is preferred.

• Experience identifying and enhancing customer or patient workflows is preferred.

• Required proficiency in the English language.

• Availability for 40 hours per week, Monday through Friday, typically from 9:00 AM to 6:00 PM PST.

• Independent contractor status under a Master Services Agreement and Statement of Work.

🏝️ Benefits

• Competitive compensation rates.

• Weekly payment schedule.

• A variety of open roles are available.

• Complimentary training and skill development.

• Ongoing support and guidance.

• A vibrant community always ready to assist you.

• Remote work opportunities.

• Flexible schedule in alignment with client-preferred hours, subject to mutual written agreement.

• 40 contracted hours per week.