[Hiring] Patient Success Advocate @Direct Meds LLC

Role Description

DirectMeds is seeking a motivated and detail-oriented Patient Success Advocate to support our growing telesales operations. As a Patient Success Advocate, you combine consultative sales expertise with exceptional customer service to help patients confidently navigate their healthcare journey. You build trust by understanding each patient's unique needs, educating them on available telehealth services and treatment options, and guiding them toward solutions that best support their health goals.

You manage the patient experience from the initial inquiry through enrollment, appointment scheduling, and ongoing engagement, ensuring a seamless and positive experience. By proactively following up with existing patients, addressing concerns, overcoming objections, and identifying opportunities to increase engagement, you help drive patient acquisition, retention, and satisfaction.

Working collaboratively with clinical and operational teams, you consistently exceed performance goals while delivering compassionate, patient-centered support. Your ability to build rapport, communicate complex information clearly, and create meaningful relationships contributes to increased patient loyalty, improved health outcomes, and overall business growth.

Responsibilities & Expectations

• Log in to Five9 and transition to Ready status within five minutes of clocking in via Rippling; remain Ready for the duration of your shift.
• Take full ownership of daily tasks, including maintaining Ready status on Five9, managing ‘My Open Tickets’, and overseeing ‘Team Specific Views’ and special projects.
• Uphold professional standards, drive productivity, and demonstrate complete workflow accountability.
• Drive performance by actively participating in cancel-save initiatives and goals.
• Ensure unwavering compliance with established SOPs and organizational operational protocols.

Patient Success Agent Full KPI Expectations

• Minimum of 30–35+ calls per shift from Inbound calls, My Open Tickets View, Team Specific CNR, Open Tickets, Special Projects.
• 35+ calls–35+ tickets addressed daily from Inbound calls, My Open Tickets View, Team Specific CNR Open Tickets, Special Projects.
• Minimum Performance Standard: 4 saves / day - 20 saves / week minimum.
• Login to Five9, 5 min after logging in through Rippling - Be set to Ready throughout the day.
• Consistent active participation in cancellation save efforts on every call / account worked on and on Team Chats.
• Timely follow-up on patient escalations.
• Accurate documentation in Zoho Desk Tickets (Closing Tickets + Leaving Comments on tickets) and Admin Portal (CSR Notes).
• Attend all meetings on a timely basis and adhere to attendance policy.

Qualifications

• Ability to work 40 hours per week (full-time).
• Strong multitasking skills and attention to detail.
• Comfortable navigating multiple systems (CRM, dialer, patient portals).
• Basic technical proficiency (uploading documents, managing systems).
• Strong verbal and written communication skills in English.
• Ability to meet performance and productivity targets.

Technical Requirements

• Reliable computer (desktop or laptop).
• Stable high-speed internet connection.
• USB or Bluetooth headset with microphone suitable for call handling.

Preferred Qualifications

• Prior experience in telesales, customer support, collections, billing and account receivables, Patient Success Advocate, or call center environments.
• Experience using CRM systems and dialers (Five9, Zoho, etc.).
• Bilingual is a plus (Spanish preferred).

What Success Looks Like

• Consistently meeting or exceeding Patient Success Advocate completion quotas.
• Efficiently handling a high volume of past due account interactions (phone and text message first).
• Maintaining accurate and complete documentation.
• Providing a smooth and helpful experience for patients.

Benefits

• Competitive compensation: $20/hour base pay + Performance-based commission.
• Benefits Package (Health, Dental, Vision).
• Fully Remote Position.
• Paid time off and company holidays.
• Opportunities for career growth within a rapidly scaling company.
• Exposure to cutting-edge therapies in wellness and longevity.