Patient Onboarding Agent (Customer Support)

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Patient Onboarding Agent (Customer Support) based in Canada. This is a remote customer support opportunity focused on guiding patients through a seamless onboarding journey for at-home sleep testing and oral appliance treatment. You will serve as a primary point of contact, supporting patients from purchase through telehealth scheduling, impression kit completion, and manufacturing readiness. Managing a caseload of 100+ patients, you will balance proactive outreach, inbound support, documentation, and issue resolution. The role requires empathy, organization, and composure when handling sensitive situations such as cancellations, refunds, billing concerns, or delays. You will collaborate with insurance, clinical, sales, and manufacturing teams to resolve issues and keep patient journeys moving forward. Accuracy, privacy, and timely communication are essential, particularly when handling protected health information. This is a long-term, 40-hour-per-week independent contractor opportunity for a patient-focused professional who thrives in a structured, high-volume environment. 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.