Patient Onboarding Agent, Customer Support

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

📋 Description

• Take charge of each patient's onboarding experience from the moment of purchase through telehealth scheduling, impression kit delivery and return, and transition to manufacturing.

• Oversee a personal caseload of over 100 patients at various stages of the process.

• Address incoming patient inquiries via phone, SMS, and email in accordance with team service level agreements.

• Initiate proactive outreach to ensure patients continue to progress.

• Act as the primary point of contact for patients.

• Collaborate with insurance, clinical, sales, and manufacturing teams to resolve issues and avert delays.

• Assist patients in completing and returning their impression kits.

• Follow up on any outstanding or defective kits that require redoing.

• Manage cancellation, refund, and billing inquiries using approved de-escalation scripts.

• Escalate issues in accordance with the team's handoff protocol.

• Direct clinical or medical inquiries to the clinical team without providing medical advice.

• Accurately and promptly document every patient interaction in Salesforce.

• Safeguard patient privacy and handle protected health information in compliance with HIPAA regulations.

• Communicate patient feedback and identify process gaps to leadership for improvements in team standard operating procedures.

⛳️ Requirements

• 1+ years of experience in customer support, patient support, or call center roles; experience in healthcare, telehealth, or e-commerce is advantageous.

• Demonstrated de-escalation skills, particularly in managing cancellation and refund discussions.

• Capability to handle a high-volume caseload with exceptional organizational and time management skills.

• Outstanding written English and neutral spoken English proficiency.

• Keen attention to detail and consistent documentation practices.

• Empathetic communication style that prioritizes patient needs.

• Ability to work independently while effectively collaborating with cross-functional teams.

• Familiarity with HIPAA regulations or experience managing sensitive personal information is preferred.

• High school diploma or equivalent is mandatory; a bachelor's degree is preferred.

• Proficient in Salesforce, Microsoft Teams, Microsoft Outlook, Microsoft Excel, Microsoft SharePoint, Microsoft Word, and cloud-based phone and SMS tools.

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

• Capacity to work as an independent contractor under a Master Services Agreement and Statement of Work.

🏝️ Benefits

• Competitive compensation rates.

• Weekly payment schedule.

• Free training and upskilling opportunities.

• Ongoing support and guidance.

• A vibrant community always ready to assist you.

• Long-term, continuous opportunities.

• Flexibility of remote work.

• 40 contracted hours per week.