Patient Onboarding Specialist

Location: Remote
Employment Type: Full-Time
Schedule: US Eastern Time Business Hours
Reports To: Head of Patient Care

About the Company

We are a fast-growing U.S.-based healthcare organization focused on improving access to FDA-approved diabetes management supplies for patients across the United States.

By partnering directly with manufacturers, physicians, and major insurance networks, we help simplify what is often a frustrating and confusing healthcare process for patients navigating chronic conditions.

Our mission is centered around trust, consistency, and compassionate patient care. Every interaction matters, especially the very first one.

About the Role

We are seeking a highly empathetic, detail-oriented, and confident Patient Onboarding Specialist to serve as the first point of contact for newly referred patients.

This role is critical to the patient experience.

Many patients entering our system have previously had negative experiences with pharmacies, medical suppliers, or healthcare providers. As a result, they often begin the process feeling skeptical, overwhelmed, or frustrated. Your responsibility is to build confidence, establish trust, and guide patients through the onboarding process with professionalism and care.

This is not a sales role in the traditional sense. Patients are not purchasing products directly. However, success in this position requires the ability to communicate credibility, reliability, and reassurance so patients feel confident that their care is in good hands.

You will spend the majority of your day on patient calls conducting welcome conversations, completing intake documentation, gathering insurance and medical information, and ensuring every patient feels informed and supported throughout the process.

The ideal candidate is calm under pressure, highly organized, emotionally intelligent, and exceptionally strong on the phone.

Key Responsibilities

Patient Welcome & Intake Coordination

Conduct welcome calls with newly referred patients and introduce the company, services, and onboarding process
Explain next steps clearly and confidently while setting accurate expectations
Complete detailed patient intake calls, collecting insurance, medical, and personal information accurately
Verify and document all required information within internal systems and workflows
Follow up with patients regarding missing documentation, additional information, or pending next steps

Patient Relationship Management

Build trust and rapport with patients who may feel anxious, skeptical, or frustrated
Provide a calm, compassionate, and professional experience on every interaction
Actively listen to patient concerns and communicate solutions clearly and empathetically
Help patients feel supported throughout the onboarding process while maintaining efficiency and professionalism

Documentation & Operational Accuracy

Maintain precise documentation and detailed call notes within CRM/EHR systems
Ensure all patient information is complete, accurate, and compliant with internal standards
Identify recurring patient concerns, workflow issues, or process bottlenecks and communicate them to leadership
Collaborate closely with internal teams to ensure smooth patient handoffs and continuity of care

Qualifications

Required

Fluent English communication skills, both written and verbal
Neutral or highly professional phone presence with strong verbal clarity
Excellent active listening and interpersonal communication skills
Strong attention to detail and disciplined documentation habits
Comfortable spending most of the workday on inbound and outbound phone calls
Ability to multitask while maintaining accuracy and professionalism
Reliable high-speed internet connection, quiet remote workspace, and quality headset
Availability during U.S. Eastern Time business hours or significant overlap
Willingness to complete HIPAA training and handle sensitive patient information confidentially

Preferred

Previous experience in healthcare, patient coordination, medical intake, insurance verification, or customer support
Experience working in a call center or high-volume phone-based environment
Familiarity with U.S. healthcare terminology, insurance workflows, or durable medical equipment (DME) processes
Experience using CRM, EHR, or patient management systems

Who You Are

Naturally warm, patient, and empathetic
Able to build trust quickly with people from diverse backgrounds
Detail-oriented and process-driven with strong organizational habits
Calm and composed during difficult or emotionally charged conversations
A confident communicator who can simplify complex information
Reliable, accountable, and consistent in your work quality
Motivated by helping people and improving the patient experience
Interested in growing within a fast-moving healthcare organization

What Success Looks Like

Patients consistently report positive onboarding experiences
Intake information is captured accurately with minimal follow-up required
Patients clearly understand the process and next steps
Internal teams receive complete, organized documentation
Patient concerns are handled professionally and proactively
Trust and confidence are established early in the patient journey

Compensation & Benefits

Competitive monthly compensation based on experience and location
Fully remote work environment
Opportunity to join a rapidly growing healthcare company making a meaningful impact
Long-term growth potential within patient operations and healthcare support teams
Collaborative and supportive team culture focused on patient care excellence

Patient Onboarding Specialist - 60235502743