Patient Onboarding Agent, Customer Support

• Own each patient's onboarding journey from purchase through telehealth scheduling, impression kit delivery and return, and handoff to manufacturing
• Manage a personal caseload of 100+ patients at different stages of the funnel
• Respond to inbound patient messages by phone, SMS, and email within team SLAs
• Make proactive outreach to keep patients moving forward
• Serve as the patient's main point of contact
• Coordinate with insurance, clinical, sales, and manufacturing teams to resolve issues and prevent delays
• Guide patients through completing and returning impression kits
• Follow up on outstanding or defective kits that need to be redone
• Handle cancellation, refund, and billing concerns using approved de-escalation scripts
• Escalate issues according to the team's handoff process
• Route clinical or medical questions to the clinical team without providing medical advice
• Document every patient interaction accurately and promptly in Salesforce
• Protect patient privacy and handle protected health information in line with HIPAA
• Share patient feedback and process gaps with leadership to improve team SOPs

• 1+ years of customer support, patient support, or call center experience; healthcare, telehealth, or e-commerce experience is a plus
• Proven de-escalation skills, including handling cancellation and refund conversations
• Ability to manage a high-volume caseload with strong organization and time management
• Excellent written English and neutral spoken English
• Strong attention to detail and accurate documentation habits
• Empathetic, patient-first communication style
• Ability to work independently while coordinating effectively with cross-functional teams
• Familiarity with HIPAA or experience handling sensitive personal information preferred
• High school diploma or equivalent required; bachelor's degree preferred
• Proficiency with 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, 9:00 AM–6:00 PM PST
• Ability to work as an independent contractor under a Master Services Agreement and Statement of Work

• Competitive rates
• Weekly payments
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• Long-term, ongoing opportunity
• Remote work
• 40 contracted hours per week