Remote opportunity at
20four7VACPT-11597 CS1 Patient Onboarding Agent (Customer Support)
20four7VA is seeking offshore independent contractors to fill the role of CPT-11597 CS1 Patient Onboarding Agent (Customer Support) for clients globally, with a focus on developed…
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About This Role
20four7VA is seeking offshore independent contractors to fill the role of CPT-11597 CS1 Patient Onboarding Agent (Customer Support) for clients globally, with a focus on developed markets including the United States, United Kingdom, Canada, and Australia. The underlying client business assists patients across the United States in diagnosing and treating obstructive sleep apnea through at-home sleep tests and custom oral appliances. In this remote position, the contractor will guide patients…
Job Description
20four7VA is seeking offshore independent contractors to fill the role of CPT-11597 CS1 Patient Onboarding Agent (Customer Support) for clients globally, with a focus on developed markets including the United States, United Kingdom, Canada, and Australia. The underlying client business assists patients across the United States in diagnosing and treating obstructive sleep apnea through at-home sleep tests and custom oral appliances.
In this remote position, the contractor will guide patients through the entire onboarding lifecycle, ranging from initial purchase to manufacturing readiness. The ideal candidate is detail-oriented, empathetic, and tech-savvy, capable of staying calm under pressure while managing a large personal caseload across phone, SMS, and email. This is a long-term, ongoing independent contractor opportunity offering an immediate start date.
Contractors will work 40 hours per week, scheduled from Monday through Friday between 9:00 AM and 6:00 PM PST, though schedules may vary based on time zones and capacity. Compensation is processed weekly through 20four7VA under a Master Services Agreement and a Statement of Work. This is not an employment offer, and contractors do not become employees of 20four7VA or the client.
Responsibilities
- Manage each patient's onboarding pathway starting from purchase through telehealth scheduling, impression kit delivery and return, and handoff to manufacturing
- Maintain a personal caseload of over 100 patients across various stages of the onboarding funnel with organized daily prioritization
- Answer inbound patient messages via phone, SMS, and email according to team response-time SLAs while performing proactive outreach
- Act as the primary point of contact for patients, coordinating with insurance, clinical, sales, and manufacturing teams
- Instruct patients on completing and returning impression kits, following up on missing or rejected kits
- Manage cancellations, refunds, and billing inquiries empathetically using approved de-escalation scripts and escalation processes
- Forward clinical or medical questions to the clinical team while refraining from giving medical advice
- Maintain accurate and prompt documentation of every patient interaction inside Salesforce
- Ensure patient privacy and handle protected health information in compliance with HIPAA
- Provide feedback and report process gaps to leadership to help enhance team standard operating procedures
Requirements
- Minimum of one year of customer support, patient support, or call center experience
- Demonstrated de-escalation skills, including experience managing cancellation and refund discussions
- Capacity to handle a high-volume caseload with strong organizational and time management abilities
- Excellent written English proficiency and neutral spoken English
- Strong attention to detail paired with accurate documentation habits
- Empathetic, patient-first communication approach
- Ability to work independently while collaborating with cross-functional teams
- High school diploma or equivalent
- Proficiency with Salesforce, Microsoft Teams, Microsoft Outlook, Microsoft Excel, Microsoft SharePoint, Microsoft Word, and cloud-based phone and SMS tools
- Availability to work 40 hours per week from Monday through Friday between 9:00 AM and 6:00 PM PST
Qualifications
- Prior background in healthcare, telehealth, or e-commerce
- Familiarity with HIPAA or prior handling of sensitive personal information
- Bachelor's degree
Core Skills
Benefits
- Competitive rates
- Weekly payments
- Free training and upskilling
- Constant support and guidance
- Access to a supportive community
Frequently Asked Questions
Is this position remote?
Yes, this is a remote independent contractor opportunity.
What are the working hours for this role?
Contractors are scheduled to work 40 hours per week, Monday through Friday, between 9:00 AM and 6:00 PM PST, unless otherwise mutually agreed in writing.
Is this a permanent employee position?
No, this is an independent contractor engagement operating under a Master Services Agreement and a Statement of Work, and contractors are not employees of 20four7VA or its clients.
What salary is offered for this position?
The specific salary or rate is not stated in the job posting, though the company offers competitive rates with weekly payments.
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