CPT-11597 CS1 Patient Onboarding Agent (Customer Support)

Location: Worldwide APPLICATION INSTRUCTIONS: If you’ve already completed the 20four7VA Recruiting Process—including the Final Interview—or have previously been contracted by a 20four7VA Client, please make sure to apply via the 20four7VA Team Portal for faster processing. Log in using your 20four7VA-issued email address to access the portal. If you’ve just logged in to the Team Portal, please proceed to review the Independent Contractor Opportunity outlined below. 💡 Quick Tip: Upload your resume first—this will automatically populate most of the fields in the application form. Let the magic happen! If you're interested in this opportunity, click APPLY TO POSITION to proceed. ******************************************************************** Title: CPT-11597 CS1 Patient Onboarding Agent (Customer Support) Independent Contractor – CPT-11597 CS1 Patient Onboarding Agent (Customer Support)/Business Support VA/Junior-Senior Level (Remote). Overview 20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia. The company helps patients across the United States diagnose and treat obstructive sleep apnea with at-home sleep tests and custom oral appliances. We are seeking a detail-oriented, empathetic, and tech-savvy CS1 Agent to guide patients through our onboarding journey, from purchase through manufacturing readiness, so every patient has a consistent, high-quality experience. The ideal candidate is highly organized, calm under pressure, and comfortable managing a large patient caseload across phone, SMS, and email. Experience in customer support, de-escalation, and meeting response-time SLAs is strongly preferred. This is a long-term, ongoing opportunity with an ASAP start date. The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor. Scope of Services Contractors will be required to provide services that align with the following client tasks: • 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, keeping work organized and prioritized every day. • Respond to inbound patient messages by phone, SMS, and email within team SLAs, and make proactive outreach to keep patients moving forward. • Serve as the patient's main point of contact, coordinating with insurance, clinical, sales, and manufacturing teams to resolve issues and prevent delays. • Guide patients through completing and returning their impression kits and follow up on kits that are outstanding or need to be redone. • Handle cancellation, refund, and billing concerns with empathy, using approved de-escalation scripts and escalating per the team's handoff process. • Route clinical or medical questions to the clinical team. CS1 Agents do not provide medical advice. • Document every patient interaction accurately and promptly in Salesforce.• Protect patient privacy and handle protected health information (PHI) in line with HIPAA. • Share patient feedback and process gaps with leadership to help improve team SOPs. ● Proactively contact patients by phone immediately after purchase, particularly when they appear confused about the transaction or do not understand that they have purchased the treatment device, to clarify what occurred and explain the next steps. ● Offer direct phone calls or video meetings when patients need more personalized assistance or when text and email communication are insufficient to resolve their concerns. ● Provide clear, patient-friendly explanations of the onboarding process and guide patients through unfamiliar or confusing steps to ensure they understand what is required of them. ● Conduct proactive follow-ups with patients who have received their impression kits but have not completed or returned them, identifying potential barriers and providing step-by-step assistance as needed. ● Investigate patient concerns by reviewing relevant records and available supporting documentation before providing explanations or communicating resolutions. ● Take ownership of escalated patient concerns by acknowledging frustrations, gathering relevant information, and providing appropriate assistance or coordinating the necessary next steps. ● Identify recurring patient concerns, common call and email inquiries, and areas of confusion, and share these findings with leadership to support updates to team procedures and patient communication guidelines. Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing. Skills The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements: • 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. SOFTWARE & APPLICATIONS • Salesforce (CRM) • Microsoft Teams • Microsoft Outlook • Microsoft Excel• Microsoft SharePoint • Microsoft Word • Cloud-based phone and SMS tools Work Schedule Contracted Hours per Week: 40 Hours Scheduled Working Days: regular schedule: Friday-Tuesday, 9 AM - 6 PM PST training schedule (first 3 weeks) - Monday-Friday, 9 AM - 6 PM PST Daily Working Time: 9:00 AM – 6:00 PM PST Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW. Terms of Engagement Contractors will operate under a Master Services Agreement and a Statement of Work This is not an offer of employment; contractors are not employees of 20four7VA or any client All compensation is processed through 20four7VA according to the terms of the engagement Role Summary & Requirements REQUIRED SERVICE: Business Support REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level Contracted Hours per Week: 40 hours/week per VA Daily Working Time: regular schedule: Friday-Tuesday, 9 AM - 6 PM PST training schedule (first 3 weeks) - Monday-Friday, 9 AM - 6 PM PST REPORTING TO/POC: To Be Determined Number of VAs: 3 GENDER PREFERENCE: None LANGUAGES SPOKEN/PREFERENCE: English ACCENT PREFERENCE:  Neutral / Level A REGION PREFERENCES: Any What we offer Competitive rates Weekly payments Various open roles are available Free training and upskilling Constant support and guidance A vibrant community always ready to support you And more!