Patient Onboarding Agent (Customer Support)

Lever, Inc.; Colombia; A distancia; COP 134.562.000 - 224.271.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive contractor rates

Weekly payments

Long-term remote opportunity

40 contracted hours per week

Free training and upskilling

Descripción de la vacante

Lever, Inc. is seeking a Patient Onboarding Agent (Customer Support) in Colombia for a remote, contract role guiding patients through at-home sleep testing onboarding, telehealth scheduling, and impression kit return.

You will manage 100+ patient caseloads, coordinate with insurance, clinical, sales, and manufacturing teams, document interactions in Salesforce, and protect patient privacy under HIPAA while delivering timely, empathetic support.

Formación

• Minimum 1 year in customer or patient support, call center or related field.
• Ability to de-escalate sensitive conversations including cancellations and billing issues.
• Strong organizational skills to manage a high-volume caseload with follow-up.
• Excellent written English and neutral spoken English for multi-channel communication.
• Detail-oriented with disciplined documentation of patient information.
• Empathetic, patient-first communication style; stay calm under pressure.
• Ability to work independently while coordinating with multiple internal teams.
• Familiarity with HIPAA requirements is preferred.

Responsabilidades

• Own onboarding journey from purchase through telehealth scheduling and kit delivery.
• Manage a personal caseload of 100+ patients across onboarding stages.
• Respond to inbound queries via phone, SMS, and email within SLAs.
• Coordinate with insurance, clinical, sales, and manufacturing teams to resolve issues.
• Guide completion and return of impression kits and coordinate next steps.
• Handle cancellations, refunds, and billing concerns with empathy.
• Route medical questions to the clinical team and avoid giving medical advice.
• Document all patient interactions accurately in Salesforce.
• Protect patient privacy and HIPAA-compliant handling of information.
• Identify recurring issues and communicate insights to leadership for SOP improvements.
• Deliver services professionally, within timelines and guidelines.

Conocimientos

Organizational skills

Time-management

Written English

Professional English (spoken)

Empathetic communication

Independent work

HIPAA familiarity

Educación

High school diploma

Bachelor’s degree preferred

Herramientas

Salesforce

Microsoft Teams

Microsoft Outlook

Microsoft Excel

Microsoft SharePoint

Microsoft Word

Cloud-based phone

SMS platforms

Descripción del empleo

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 Colombia.

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.
• Ability to work independently while coordinating effectively with multiple internal teams and stakeholders.
• Familiarity with HIPAA requirements or previous experience handling sensitive personal or healthcare information is preferred.
• High school diploma or equivalent is required; a bachelor’s degree is preferred.
• Comfortable working with digital tools and business applications, including Salesforce, Microsoft Teams, Microsoft Outlook, Microsoft Excel, Microsoft SharePoint, Microsoft Word, and cloud-based phone and SMS platforms.
• Ability to work a full-time contracted schedule of 40 hours per week, Monday through Friday, generally from 9:00 AM to 6:00 PM PST, subject to mutually agreed scheduling requirements.
• Ability to operate effectively as an independent contractor under a Master Services Agreement and Statement of Work.

Benefits:

• Competitive contractor rates.
• Weekly payments.
• Long-term, ongoing remote opportunity.
• 40 contracted hours per week, Monday through Friday.
• Free training and upskilling opportunities.
• Ongoing support and guidance throughout the engagement.
• Access to a supportive and vibrant contractor community.
• Opportunity to contribute directly to a patient-focused service and help improve the customer experience.
• Potential access to additional open contractor opportunities.