Patient Onboarding Agent (Customer Support)

JobgetherHealthcare, telehealth

Based in Slovenia, Monday through Friday, generally from 9:00 AM to 6:00 PM PSTContractJunior

Salary not disclosed

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Job Details

Languages: Excellent written English and neutral spoken English
Experience: At least 1 year of experience in customer support, patient support, call center operations, or a related customer-facing environment
Required Skills: SalesforceHIPAACustomer support

Have at least 1 year of experience in customer support, patient support, call center operations, or a related customer-facing environment.
Demonstrate the ability to de-escalate challenging interactions, including conversations about cancellations, refunds, billing, or service issues.
Manage a high-volume caseload while maintaining follow-up and service quality.
Communicate clearly and professionally in written English and neutral spoken English across phone, SMS, and email.
Show strong attention to detail and disciplined documentation habits.
Use an empathetic, patient-first communication style and remain calm and solution-oriented under pressure.
Work independently and coordinate effectively with multiple internal teams and stakeholders.
Have a high school diploma or equivalent; a bachelor’s degree is preferred.
Use digital tools and business applications, including Salesforce, Microsoft Teams, Outlook, Excel, SharePoint, and Word, as well as cloud-based phone and SMS platforms.
Work a 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.
Operate as an independent contractor under a Master Services Agreement and Statement of Work.
Familiarity with HIPAA requirements or experience handling sensitive personal or healthcare information is preferred.

Manage each patient’s onboarding journey from purchase through telehealth scheduling, impression kit delivery and return, and handoff to manufacturing.
Organize and prioritize a personal caseload of more than 100 patients across onboarding stages.
Respond to inbound phone, SMS, and email communications within service-level agreements and proactively contact patients to prevent delays.
Coordinate with insurance, clinical, sales, and manufacturing teams to resolve issues and provide patient updates.
Guide patients through completing and returning impression kits, follow up on outstanding kits, and coordinate next steps for kits that need to be redone.
Handle cancellation, refund, and billing concerns using approved de-escalation procedures and escalation processes.
Route medical or clinical questions to the appropriate clinical team without providing medical advice outside the role’s scope.
Document patient interactions and relevant information accurately and promptly in Salesforce.
Protect patient privacy and handle protected health information in accordance with HIPAA requirements and applicable procedures.
Identify recurring feedback, operational challenges, and process gaps, and share insights with leadership.

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