pbThis 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 Italy. /b /p pThis is a remote customer support opportunity focused on guiding patients through a seamless onboarding journey for at-home sleep testing and oral appliance treatment.br/You will serve as a primary point of contact, supporting patients from purchase through telehealth scheduling, impression kit completion, and manufacturing readiness.br/Managing a caseload of 100+ patients, you will balance proactive outreach, inbound support, documentation, and issue resolution.br/The role requires empathy, organization, and composure when handling sensitive situations such as cancellations, refunds, billing concerns, or delays.br/You will collaborate with insurance, clinical, sales, and manufacturing teams to resolve issues and keep patient journeys moving forward.br/Accuracy, privacy, and timely communication are essential, particularly when handling protected health information.br/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. /p h3Accountabilities /h3 ul liOwn each patient’s onboarding journey from purchase through telehealth scheduling, impression kit delivery and return, and final handoff to manufacturing. /li liManage a personal caseload of more than 100 patients across different stages of the onboarding funnel, organizing and prioritizing activities effectively each day. /li liRespond to inbound patient communications through phone, SMS, and email within established service-level agreements, while proactively contacting patients to prevent delays and maintain progress. /li liAct as the primary point of contact for patients, coordinating with insurance, clinical, sales, and manufacturing teams to resolve issues and provide timely updates.



/li liGuide patients through the completion and return of impression kits, following up on outstanding kits and coordinating next steps when kits need to be redone. /li liHandle cancellation, refund, and billing-related concerns with empathy and professionalism, using approved de-escalation procedures and escalating issues according to established handoff processes. /li liRoute medical or clinical questions to the appropriate clinical team and avoid providing medical advice outside the scope of the role. /li liAccurately and promptly document all patient interactions, updates, and relevant information within Salesforce. /li liProtect patient privacy and handle protected health information in accordance with HIPAA requirements and applicable procedures. /li liIdentify recurring patient feedback, operational challenges, and process gaps and communicate relevant insights to leadership to support improvements to standard operating procedures. /li liDeliver all contracted services professionally and consistently, following agreed timelines, guidelines, processes, and deliverables. /li /ul h3Requirements: /h3 ul liAt 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. /li liDemonstrated ability to de‑escalate challenging customer interactions, including sensitive conversations involving cancellations, refunds, billing concerns, or service issues. /li liStrong organizational and time‑management skills,



with the ability to manage a high‑volume caseload while maintaining consistent follow‑up and service quality. /li liExcellent written English and neutral spoken English, with the ability to communicate clearly and professionally across phone, SMS, and email. /li liStrong attention to detail and disciplined documentation habits, particularly when recording customer or patient information. /li liAn empathetic, patient‑first communication style and the ability to remain calm, professional, and solution‑oriented under pressure. /li liAbility to work independently while coordinating effectively with multiple internal teams and stakeholders. /li liFamiliarity with HIPAA requirements or previous experience handling sensitive personal or healthcare information is preferred. /li liHigh school diploma or equivalent is required; a bachelor’s degree is preferred. /li liComfortable 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. /li liAbility 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. /li liAbility to operate effectively as an independent contractor under a Master Services Agreement and Statement of Work. /li /ul h3Benefits: /h3 ul liCompetitive contractor rates. /li liWeekly payments. /li liLong‑term, ongoing remote opportunity. /li li40 contracted hours per week, Monday through Friday. /li liFree training and upskilling opportunities. /li liOngoing support and guidance throughout the engagement. /li liAccess to a supportive and vibrant contractor community. /li liOpportunity to contribute directly to a patient‑focused service and help improve the customer experience. /li liPotential access to additional open contractor opportunities. /li /ul #J-18808-Ljbffr

📌 Patient Onboarding Agent (Customer Support) (Italia)
🏢 Lever
📍 Italia