Patient Onboarding & VR Support Specialist - 60078281984

Sourcing Location: South Africa preferred
Working Hours: Full-time | US Business Hours
Compensation: Approx. $1,500–$2,000 USD OTE per month
Employment Type: Independent Contractor
Industry: Healthcare Technology | Virtual Reality | Patient Support

Our client is an innovative healthcare technology company focused on improving patient outcomes through virtual reality (VR)-based treatment programs for mental health and chronic pain management.

The business ships VR headsets directly to patients and guides them through immersive therapeutic programs designed to support treatment and recovery. Their model combines healthcare, technology, and patient support to create accessible at-home treatment experiences for patients across the United States.

As the business continues to scale, onboarding and patient activation have become critical operational priorities. Many patients are older, non-technical, or unfamiliar with VR technology, creating a strong need for patient-focused onboarding specialists who can guide users calmly and confidently through the setup process.

The company is now building a dedicated onboarding and support function to improve activation rates, enhance patient experience, and support continued growth.

We are looking for a highly patient, empathetic, and tech-comfortable Patient Onboarding & VR Support Specialist to support patients through their first VR onboarding experience.

This role is focused on helping patients successfully:

• Connect their VR headset to Wi-Fi

• Navigate setup steps

• Complete their first VR therapy module

• Feel comfortable and confident using the platform

You will guide patients remotely via video calls, helping troubleshoot issues in real time while providing calm, supportive coaching throughout the experience.

This is not a highly technical IT support role. Instead, the client is looking for someone with excellent communication skills, emotional intelligence, patience, and strong process-following ability who can create a positive experience for patients who may feel anxious or overwhelmed by technology.

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  Conduct live video onboarding sessions with patients

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  Guide patients step-by-step through VR headset setup and Wi-Fi connection

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  Assist patients in completing their first therapy module

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  Troubleshoot basic technical and connectivity issues remotely

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  Provide calm, patient-focused support for non-tech-savvy users

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  Schedule follow-up sessions where needed

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  Maintain accurate notes and update internal systems after each interaction

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  Work closely with operations and onboarding teams to improve patient activation rates

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  Follow SOPs, workflows, and escalation processes carefully

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  Support outreach and follow-up via phone, SMS, and email where required

• Strong verbal English communication skills with a neutral/accent-friendly presentation style

• Professional and polished video-call presence

• Exceptional patience, empathy, and customer service skills

• Comfortable coaching older or non-technical users through step-by-step processes

• Strong troubleshooting and problem-solving abilities

• Comfortable learning and supporting new technology platforms

• Ability to follow structured SOPs and workflows

• Strong attention to detail and organizational skills

• Reliable work-from-home setup with stable internet connection

• Comfortable working US business hours

• Customer support or onboarding experience

• Technical support or troubleshooting exposure

• Healthcare, wellness, or patient support experience

• Experience supporting US-based customers remotely

• Video-based customer support experience

The successful candidate will help improve patient activation rates, reduce onboarding friction, and create a more supportive first experience for patients using VR therapy technology.

This role plays a direct part in both patient outcomes and business operations, as successful activation is essential for ongoing patient engagement and insurance billing.