Patient Onboarding Agent (Customer Support)

Jobgether SRL; España; On-site; EUR 146,000 - 200,000; Full time

Benefits offered by this job

Competitive contractor rates

Weekly payments

Long‑term remote opportunity

40 contracted hours per week

Job summary

Lever, Inc. invites applications for a Patient Onboarding Agent (Remote) based in Spain.

You will guide patients through onboarding for at-home sleep testing and oral appliance treatment, acting as the primary contact from purchase to telehealth scheduling and impression kit completion. Manage 100+ patients weekly, coordinate with insurance, clinical, sales and manufacturing teams, document interactions in Salesforce, and maintain HIPAA privacy throughout the process.

Qualifications

• 1+ year in customer or patient support, call center, or related environment; healthcare/telehealth/e‑commerce is a plus.
• Ability to de‑escalate sensitive interactions including cancellations, refunds, or billing issues.
• Strong organizational and time-management skills to manage a high-volume caseload with consistent follow-up.
• Excellent written English and clear spoken English for multi-channel communication.
• Attention to detail and meticulous documentation of customer/patient information.
• Empathetic, patient‑first communication style; stays calm under pressure.
• Ability to work independently while coordinating with multiple internal teams.
• HIPAA familiarity or experience handling sensitive health information preferred.

Responsibilities

• Own each patient onboarding journey from purchase through telehealth scheduling and kit delivery/return.
• Manage a personal caseload of 100+ patients across onboarding stages.
• Respond to inbound patient communications via phone, SMS, and email within SLAs.
• Coordinate with insurance, clinical, sales and manufacturing teams to resolve issues.
• Guide patients through impression kit completion and kit return; arrange re‑kits as needed.
• Handle cancellations, refunds, and billing concerns with de‑escalation procedures.
• Route medical questions to clinical teams and avoid giving medical advice beyond scope.
• Document all interactions accurately in Salesforce.
• Protect patient privacy and HIPAA compliance in all communications.
• Identify recurring issues and communicate insights to leadership for SOP improvements.
• Deliver services professionally within agreed timelines and guidelines.

Skills

Customer support

Patient support

De-escalation

English communication

Education

High school diploma

Bachelor's degree preferred

Tools

Salesforce

Microsoft Teams

Outlook

Excel

SharePoint

SMS/Phone platforms

Job description

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 Spain.

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.