CPT-11644 Sleep Care Advisor (S0) Virtual Assistant

Contractors will be required to provide services that align with the following client tasks:

• Contact prospective patients via phone, email, and SMS
• Engage patients who have completed online assessments or submitted insurance information
• Build trust through clear, confident, and compassionate communication
• Determine whether patients have previously been diagnosed with sleep apnea
• Explain available testing and treatment pathways using approved procedures and messaging
• Address routine patient concerns and identify barriers preventing progression
• Deliver a positive patient experience while balancing responsiveness, efficiency, and accuracy
• Conduct consistent follow-up activities to maintain patient engagement

• Guide qualified patients through the process of purchasing an at-home sleep test
• Assist previously diagnosed patients in submitting valid sleep-study documentation
• Encourage patients to complete required steps for treatment consideration
• Track testing purchases, document submissions, and completion status
• Identify and overcome common objections or concerns affecting patient participation
• Escalate clinical, medical, or treatment-specific inquiries to authorized personnel
• Consistently contribute toward established conversion and engagement goals

• Maintain accurate patient records and follow-up schedules within CRM systems
• Document calls, emails, SMS conversations, patient questions, and next steps
• Monitor outreach activity, conversion outcomes, and patient progression metrics
• Provide timely updates regarding patient status and unresolved issues
• Coordinate with clinical, support, and marketing teams when necessary
• Identify recurring obstacles and recommend workflow improvements to enhance the patient journey
• Ensure all patient information is handled in compliance with applicable privacy and confidentiality requirements

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

The Contractor must demonstrate proficiency in the following, depending on the Client’s requirements:

• 1-2+ years of experience in sales, customer engagement, appointment setting, customer success, patient support, or a similar performance-based role
• Strong phone-based communication experience
• Excellent spoken and written English
• Experience managing follow-ups and nurturing leads through a sales or service process
• CRM experience required
• Strong organizational and documentation skills
• Ability to handle objections and difficult conversations professionally
• Comfortable meeting performance goals and conversion targets
• Ability to maintain patient confidentiality and follow approved processes

• 2+ years of consultative sales, inside sales, or patient engagement experience
• Healthcare, medical administration, telehealth, or direct-to-consumer experience
• Salesforce experience
• Experience working with remote teams
• Familiarity with AI-assisted productivity and customer engagement tools

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior, and Advanced Level
• Contracted Hours per Week: 40 hours/week/VA
• Daily Working Time: Candidates must be available for one of the following schedules:
  • Monday-Friday, 9:00 AM-6:00 PM PT
  • Tuesday-Saturday, 9:00 AM-6:00 PM PT
  • Wednesday-Sunday, 9:00 AM-6:00 PM PT
• Scheduled Working Days: Monday–Friday, Tuesday- Saturday, or Wednesday-Sunday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 2
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Excellent Spoken and Written English Required)
• REGION PREFERENCES: Any

• Goal-driven and genuine – motivated by helping people while achieving measurable outcomes
• A warm and confident communicator – able to build rapport quickly via phone, email, and text
• Consultative rather than pushy – comfortable encouraging action while maintaining trust
• Persistent and resilient – committed to consistent follow-up without overwhelming patients
• Highly organized – capable of managing a large volume of contacts and tasks accurately
• Coachable – open to feedback, performance reviews, and continuous improvement
• A team player – willing to share best practices and contribute to team success
• Detail-oriented – committed to compliance, privacy, and documentation accuracy
• Tech-savvy – comfortable learning and using CRM systems, communication platforms, and AI-enabled tools
• Results-oriented – motivated by achieving engagement and conversion goals

• CRM / Patient Management Systems
• Salesforce
• Phone and VoIP Communication Platforms
• Email and SMS Communication Tools
• Microsoft Office
• Microsoft Teams
• AI-Assisted Productivity Tools

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday–Friday, Tuesday- Saturday, or Wednesday-Sunday
• Daily Working Time: Candidates must be available for one of the following schedules:
  • Monday-Friday, 9:00 AM-6:00 PM PT
  • Tuesday-Saturday, 9:00 AM-6:00 PM PT
  • Wednesday-Sunday, 9:00 AM-6:00 PM PT
  • Availability Requirements: Candidates must be available to work a fixed U.S. Pacific schedule, including potential weekend shifts, based on business needs.

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement