Patient Onboarding Specialist - 60235502743

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

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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