Patient Engagement & Administrative Virtual Assistant

Stellenbeschreibung:

Communicate directly with patients through phone, email, and SMS
Respond promptly and professionally to patient questions and concerns
Guide patients through required sleep testing or diagnostic documentation steps
Identify obstacles preventing patients from completing required actions
Follow up consistently with patients who have incomplete actions or submissions
Encourage patients to complete sleep testing, upload existing diagnoses, or purchase a sleep test when appropriate
Build rapport and trust while maintaining professional boundaries
Document patient interactions, responses, follow-up activities, and completion status
Enter and maintain patient information in CRM and patient-management systems
Complete administrative data-entry and record-maintenance tasks
Protect the confidentiality and security of patient information
Monitor patient interactions, completion metrics, outstanding actions, and progress
Identify trends and opportunities to improve patient engagement strategies
Provide general administrative support and maintain follow-up lists and task records
Collaborate with support, clinical, and marketing teams
Escalate issues requiring assistance from other departments
Share recurring patient questions, concerns, and obstacles with appropriate teams
Gather patient feedback and suggest practical workflow improvements
Help develop effective follow-up strategies and improve completion rates
Work independently under an agreed scope of services, timelines, guidelines, and deliverables

Requirements

2+ years of experience in customer service, administrative support, patient engagement, or a similar role
Healthcare or direct-to-consumer experience is preferred
Excellent verbal and written English communication skills
Professional and empathetic phone presence
Ability to communicate effectively with patients through phone, email, and SMS
Strong interpersonal and relationship-building skills
Comfortable working in a results-oriented environment
Strong organizational and documentation skills
Excellent attention to detail
Ability to manage multiple tasks and follow-ups simultaneously
Strong problem-solving and critical-thinking skills
Proactive approach to identifying and resolving obstacles
Comfortable following established processes and appropriately pushing back when necessary
Ability to work independently with minimal supervision
Comfortable using CRM and patient-management systems
Strong computer and administrative skills
Ability to maintain confidentiality when handling sensitive patient information
Experience working in healthcare administration is preferred
Experience working with patients or healthcare consumers is preferred
Experience in a mental health, medical, sleep-health, or similar healthcare environment is preferred
Experience with patient engagement or patient success programs is preferred
Experience with Salesforce or similar CRM platforms is preferred
Experience working in a direct-to-consumer healthcare environment is preferred
Bachelor's degree preferred, but equivalent professional experience will be considered
Experience working in a performance- or target-driven environment is preferred
Experience identifying and improving customer or patient workflows is preferred
Required English language proficiency
Availability for 40 hours per week, Monday through Friday, generally 9:00 AM–6:00 PM PST
Independent contractor status under a Master Services Agreement and Statement of Work

Core Competencies

Demonstrates strong patient engagement and communication skills, effectively guiding patients through processes while maintaining confidentiality and professionalism. Proficient in CRM and patient-management systems, with a focus on improving patient workflows and completion rates.