CPT-11511 Patient Engagement & Administrative Virtual Assistant

• Communicate directly with patients through phone, email, and SMS.
• Respond promptly and professionally to patient questions and concerns.
• Provide clear guidance regarding the steps patients need to complete.
• Help patients understand what is required to move forward with testing or treatment.
• Identify obstacles preventing patients from completing required steps.
• Follow up with patients who have not completed the necessary actions.
• Maintain a professional, empathetic, and supportive tone in all patient interactions.
• Build rapport and trust while maintaining appropriate professional boundaries.

• Develop creative and appropriate strategies to encourage patients to complete their required sleep testing or upload an existing diagnosis.
• Encourage patients to purchase a sleep test when appropriate.
• Follow up with patients who have started but not completed the process.
• Identify reasons for delays, incomplete submissions, or lack of response.
• Use approved processes and messaging to help patients overcome common obstacles.
• Maintain consistent follow-up until the appropriate next step has been completed or the case requires escalation.
• Demonstrate the ability to respectfully push back and follow established processes when needed.

• Accurately document patient interactions across phone, email, and SMS.
• Enter and maintain patient information in the appropriate systems.
• Record follow-up activities, patient responses, and completion status.
• Maintain accurate and organized records.
• Complete administrative data-entry tasks as assigned.
• Ensure patient interactions and relevant updates are properly logged.
• Protect the confidentiality and security of patient information.

• Monitor patient interactions and completion metrics.
• Track progress toward required testing or documentation.
• Identify trends in patient behavior and common completion obstacles.
• Monitor follow-up activities and outstanding patient actions.
• Provide accurate information regarding patient engagement and completion status.
• Help identify opportunities to improve patient engagement strategies.
• Contribute to a results-oriented environment focused on improving completion rates.

• Provide general administrative support related to patient engagement.
• Assist with data entry and record maintenance.
• Organize patient-related information and documentation.
• Maintain accurate follow-up lists and task records.
• Complete assigned administrative tasks within agreed timelines.
• Support the team with other patient-engagement-related workflows as needed.

• Work closely with support, clinical, and marketing teams.
• Coordinate with internal teams to ensure consistent patient messaging.
• Escalate issues that require assistance from another department.
• Share recurring patient questions, concerns, and obstacles with the appropriate team.
• Contribute patient feedback that may help improve the overall patient experience.
• Collaborate on initiatives designed to improve testing completion and patient engagement.

• Identify gaps or inefficiencies in patient engagement workflows.
• Recognize recurring obstacles that prevent patients from completing required steps.
• Gather and communicate patient feedback.
• Suggest practical improvements to engagement processes.
• Help develop more effective follow-up strategies.
• Contribute ideas that can improve completion rates and the overall patient journey.

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:

• 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.
• Experience working with patients or healthcare consumers.
• Experience in a mental health, medical, sleep-health, or similar healthcare environment.
• Experience with patient engagement or patient success programs.
• Experience with Salesforce or similar CRM platforms.
• Experience working in a direct-to-consumer healthcare environment.
• Bachelor's degree preferred, but equivalent professional experience will be considered.
• Experience working in a performance- or target-driven environment.
• Experience identifying and improving customer or patient workflows.

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 40 hours/week per VA
• Daily Working Time: 9:00 AM – 6:00 PM PST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 2
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Neutral and excellent writing skills)
• REGION PREFERENCES: Any

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 9:00 AM – 6:00 PM PST

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