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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in patient onboarding and support, effectively managing a high-volume caseload while ensuring compliance with HIPAA regulations. Proficient in utilizing Salesforce and other communication tools to enhance patient interactions and streamline processes.
Highest-signal resume keywords
Patient Support ExperienceDe-Escalation SkillsHigh-Volume Caseload ManagementSalesforce ProficiencyHIPAA Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTelehealth ExperienceDocumentation AccuracyTime ManagementOrganizational Skills
Soft Skills
Empathetic CommunicationAttention to DetailIndependent WorkCross-Functional Coordination
Tools & Technologies
SalesforceMicrosoft TeamsMicrosoft OutlookMicrosoft ExcelMicrosoft SharePointMicrosoft WordCloud-Based Phone ToolsSMS Tools
Certifications & Qualifications
High School DiplomaBachelor's Degree Preferred
Industry Keywords
HealthcareTelehealthE-CommercePatient PrivacyProtected Health Information
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- 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
- Respond to inbound patient messages by phone, SMS, and email within team SLAs
- Make proactive outreach to keep patients moving forward
- Serve as the patient's main point of contact
- Coordinate with insurance, clinical, sales, and manufacturing teams to resolve issues and prevent delays
- Guide patients through completing and returning impression kits
- Follow up on outstanding or defective kits that need to be redone
- Handle cancellation, refund, and billing concerns using approved de-escalation scripts
- Escalate issues according to the team's handoff process
- Route clinical or medical questions to the clinical team without providing medical advice
- Document every patient interaction accurately and promptly in Salesforce
- Protect patient privacy and handle protected health information in line with HIPAA
- Share patient feedback and process gaps with leadership to improve team SOPs
Requirements
What you’ll need- 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
- Proficiency with Salesforce, Microsoft Teams, Microsoft Outlook, Microsoft Excel, Microsoft SharePoint, Microsoft Word, and cloud-based phone and SMS tools
- Availability for 40 hours per week, Monday through Friday, 9:00 AM–6:00 PM PST
- Ability to work as an independent contractor under a Master Services Agreement and Statement of Work
Benefits
Comp & perks- Competitive rates
- Weekly payments
- Free training and upskilling
- Constant support and guidance
- A vibrant community always ready to support you
- Long-term, ongoing opportunity
- Remote work
- 40 contracted hours per week