Patient Onboarding & Engagement Specialist

Helpware; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Helpware is seeking a Patient Onboarding Specialist to guide newly registered patients from enrollment to Active status. You will coordinate device options and reporting methods, while ensuring HIPAA-compliant communication and thorough CRM documentation.

The role emphasizes early identification of hesitancy, proactive engagement, and cross-functional collaboration with PMCs to keep patients engaged and the pipeline healthy.

Qualifications

• Experience in patient onboarding, healthcare enrollment, or a related patient-facing healthcare role.
• Experience with the Medicare-age and older demographic to drive success.
• Ability to recognize objections and/or hesitation, with the ability to address concerns to prevent opting out.
• Strong understanding of RTM/RPM program structures, Medicare eligibility basics, and remote monitoring workflows.
• Excellent verbal and written communication skills, with the ability to build trust quickly with hesitant or skeptical patients.
• Highly organized, detail-oriented, and able to manage a high volume of patients across onboarding stages.
• Experience with CRM or patient-record systems; comfortable learning new platforms.
• Proactive, problem-solving mindset — identify issues before they become opt-outs.

Responsibilities

• Own the patient journey from registration through Active status, compressing timelines where possible.
• Identify hesitant patients and address concerns early during onboarding.
• Leverage client onboarding workflow, content, and scripting to guide the patient journey.
• Flag and document concerns so teams respond proactively to prevent opt-outs.
• Segment patients into Ready now vs. needing continued engagement for prioritization.
• Conduct outreach (texting, calls) to re-engage hesitant patients before opt-out.
• Document all outreach and resolutions in the CRM.
• Coordinate reporting method selection (aMed, App, or text-based) per patient needs.
• Collaborate with PMCs on availability and CRM handoffs; schedule after intake.
• Escalate insurance/Medicare questions to appropriate internal teams promptly.
• Participate in onboarding and PMC review meetings to report on status and pipeline health.
• Maintain HIPAA-compliant records and use approved patient-centered language.

Skills

Patient onboarding

Medicare knowledge

Objection handling

RTM/RPM programs

Verbal communication

Written communication

Organization

CRM experience

Problem solving

Tools

Salesforce

HubSpot

Five9

Outreach

EMR/EHR

Job description

Helpware is seeking a Patient Onboarding Specialist to guide newly registered patients from enrollment to Active status. You will coordinate device options and reporting methods, while ensuring HIPAA-compliant communication and thorough CRM documentation.

The role emphasizes early identification of hesitancy, proactive engagement, and cross-functional collaboration with PMCs to keep patients engaged and the pipeline healthy.