Patient Onboarding Agent (Customer Support)

About the role

This remote contractor position supports patients in Nigeria through the onboarding process for at‑home sleep testing and oral appliance treatment, from purchase to telehealth scheduling and kit handling.

Key responsibilities

• Own each patient’s onboarding journey, managing a caseload of 100+ patients across purchase, telehealth, impression kit delivery/return, and handoff to manufacturing.
• Respond to inbound communications via phone, SMS, and email within service‑level agreements while proactively contacting patients to prevent delays.
• Coordinate with insurance, clinical, sales, and manufacturing teams to resolve issues and provide timely updates.
• Guide patients through impression kit completion, handle cancellations, refunds, and billing concerns with empathy, and route clinical questions appropriately.
• Document all interactions accurately in Salesforce and protect patient privacy in compliance with HIPAA.

Required profile

• At least 1 year of experience in customer or patient support, preferably in healthcare, telehealth, or e‑commerce.
• Strong organizational, time‑management, and de‑escalation skills.
• Excellent written English and clear spoken English for phone, SMS, and email.
• Ability to work independently while collaborating with multiple internal teams.

Required skills

• Salesforce
• Microsoft Teams, Outlook, Excel, SharePoint, Word
• Cloud‑based phone and SMS platforms
• Familiarity with HIPAA requirements

What we offer

• Competitive contractor rates with weekly payments
• Long‑term 40‑hour‑per‑week remote engagement
• Free training, upskilling, and ongoing support
• Access to a vibrant contractor community and potential additional opportunities