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.