Patient Onboarding Agent (Customer Support)

About the role

We are seeking a Patient Onboarding Agent to guide patients through the onboarding journey for at‑home sleep testing and oral appliance treatment. This remote, full‑time role supports patients from purchase through telehealth scheduling, impression kit completion, and manufacturing readiness.

Key responsibilities

• 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 over 100 patients, organizing and prioritizing daily activities.
• Respond to inbound patient communications via phone, SMS, and email within service‑level agreements, and proactively contact patients to prevent delays.
• Coordinate with insurance, clinical, sales, and manufacturing teams to resolve issues and provide updates.
• Guide patients through impression kit completion and return, following up on outstanding kits.
• Handle cancellations, refunds, and billing concerns with empathy, following de‑escalation procedures.
• Route medical questions to the appropriate clinical team and avoid providing medical advice.
• Document all interactions accurately in Salesforce and protect patient privacy per HIPAA.

Required profile

• Minimum 1 year experience in customer support, patient support, call‑center operations or similar; healthcare or telehealth experience a plus.
• Proven ability to de‑escalate challenging interactions, including cancellations and billing issues.
• Strong organizational and time‑management skills to handle a high‑volume caseload.
• Excellent written English and clear spoken English for phone, SMS, and email.
• Detail‑oriented with disciplined documentation habits.
• Empathetic, patient‑first communication style and calm under pressure.
• Ability to work independently while collaborating with multiple internal teams.
• High school diploma required; bachelor’s degree preferred.

Required skills

• Salesforce
• Microsoft Teams
• Microsoft Outlook
• Microsoft Excel
• Microsoft SharePoint
• Microsoft Word
• Cloud‑based phone platforms
• Cloud‑based SMS platforms

What we offer

• Competitive contractor rates with weekly payments.
• Long‑term, ongoing remote opportunity (40 hours/week, Monday‑Friday, 9 AM‑6 PM PST).
• Free training and upskilling opportunities.
• Ongoing support and guidance throughout the engagement.
• Access to a supportive contractor community.
• Opportunity to contribute directly to a patient‑focused service and improve customer experience.
• Potential access to additional contractor opportunities.