[Hiring] Patient Onboarding Agent @20four7VA

Role Description

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. We are seeking a detail-oriented, empathetic, and tech-savvy CS1 Agent to guide patients through our onboarding journey, from purchase through manufacturing readiness, ensuring a consistent, high-quality experience.

• 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.

Qualifications

• 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.

Requirements

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 9:00 AM – 6:00 PM PST

Benefits

• 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!