Patient Onboarding Agent (Customer Support)

Accountabilities

• Own each patient’s onboarding journey from purchase through telehealth scheduling, impression kit delivery and return, and final handoff to manufacturing.
• Manage a personal caseload of more than 100 patients across different stages of the onboarding funnel, organizing and prioritizing activities effectively each day.
• Respond to inbound patient communications through phone, SMS, and email within established service-level agreements, while proactively contacting patients to prevent delays and maintain progress.
• Act as the primary point of contact for patients, coordinating with insurance, clinical, sales, and manufacturing teams to resolve issues and provide timely updates.
• Guide patients through the completion and return of impression kits, following up on outstanding kits and coordinating next steps when kits need to be redone.
• Handle cancellation, refund, and billing-related concerns with empathy and professionalism, using approved de-escalation procedures and escalating issues according to established handoff processes.
• Route medical or clinical questions to the appropriate clinical team and avoid providing medical advice outside the scope of the role.
• Accurately and promptly document all patient interactions, updates, and relevant information within Salesforce.
• Protect patient privacy and handle protected health information in accordance with HIPAA requirements and applicable procedures.
• Identify recurring patient feedback, operational challenges, and process gaps and communicate relevant insights to leadership to support improvements to standard operating procedures.
• Deliver all contracted services professionally and consistently, following agreed timelines, guidelines, processes, and deliverables.

Requirements:

• At least 1 year of experience in customer support, patient support, call center operations, or a related customer-facing environment; healthcare, telehealth, or e-commerce experience is an advantage.
• Demonstrated ability to de-escalate challenging customer interactions, including sensitive conversations involving cancellations, refunds, billing concerns, or service issues.
• Strong organizational and time-management skills, with the ability to manage a high-volume caseload while maintaining consistent follow-up and service quality.
• Excellent written English and neutral spoken English, with the ability to communicate clearly and professionally across phone, SMS, and email.
• Strong attention to detail and disciplined documentation habits, particularly when recording customer or patient information.
• An empathetic, patient-first communication style and the ability to remain calm, professional, and solution-oriented under pressure.
• Ability to work independently while coordinating effectively with multiple internal teams and stakeholders.
• Familiarity with HIPAA requirements or previous experience handling sensitive personal or healthcare information is preferred.
• High school diploma or equivalent is required; a bachelor’s degree is preferred.
• Comfortable working with digital tools and business applications, including Salesforce, Microsoft Teams, Microsoft Outlook, Microsoft Excel, Microsoft SharePoint, Microsoft Word, and cloud-based phone and SMS platforms.
• Ability to work a full-time contracted schedule of 40 hours per week, Monday through Friday, generally from 9:00 AM to 6:00 PM PST, subject to mutually agreed scheduling requirements.
• Ability to operate effectively as an independent contractor under a Master Services Agreement and Statement of Work.

Benefits:

• Competitive contractor rates.
• Weekly payments.
• Long-term, ongoing remote opportunity.
• 40 contracted hours per week, Monday through Friday.
• Free training and upskilling opportunities.
• Ongoing support and guidance throughout the engagement.
• Access to a supportive and vibrant contractor community.
• Opportunity to contribute directly to a patient-focused service and help improve the customer experience.
• Potential access to additional open contractor opportunities.