Patient Onboarding Specialist

About the Position

Patient Onboarding Specialist

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Responsibilities

Onboarding & Enrollment-to-Active Progression

• Own the patient journey from registration through PMC assignment to Active status, working to compress this timeline as much as possible.

Patient Onboarding - Job Breakdown

• Identify patients who indicate hesitation, uncertainty, or "on the fence" sentiment during registration or early onboarding.
• Leverage and use the client’s Onboarding workflow, content, and scripting.
• Flag and document hesitant patients and their specific concerns so onboarding and PMC teams can respond proactively.
• Segment patients into clear categories - ready now vs. requiring continued engagement - to prioritize outreach and tailor the onboarding approach.
• Conduct proactive, manual, or CRM outreach (texting, calls, etc.) to re-engage hesitant patients before they disengage from the program.
• Document all outreach, concerns, and resolutions thoroughly within the CRM.

Device & Reporting Method Coordination

• Present patients with the appropriate reporting method based on their needs and preferences.
• Work closely with PMCs (Personal Client Coordinators) on patient availability and the handoff in the CRM.

Compliance & Documentation

• Maintain accurate, up-to-date records in the CRM for every patient interaction, status change, and concern.
• Follow HIPAA guidelines and data-handling standards for all patient communications.

Requirements

• Experience in patient onboarding, healthcare enrollment, care coordination, or a related patient-facing healthcare role.
• Experience with the Medicare-age and older demographic.
• Ability to recognize objections and/or hesitation, with the ability to sell the patient to prevent opting out.
• Strong understanding of RTM/RPM program structures, Medicare eligibility basics, and remote monitoring workflows.
• Excellent verbal and written communication skills.
• Highly organized, detail-oriented, and comfortable managing a high volume of patients.
• Experience with CRM or patient-record systems.

Nice to Have

• 6 months to 1 year of relevant healthcare or patient-facing experience.
• Typing speed of at least 40 WPM.
• Ability to multitask effectively and work in a fast-paced environment.
• English proficiency at the C1 level.
• Experience with CRM, dialer, call-center, EMR/EHR, or patient management systems; Salesforce, HubSpot, Five9, or Outreach is a plus.
• Basic understanding of HIPAA, patient privacy, and consent requirements.

We Offer

• Full-time employment
• Opportunity to work with a leading technology-driven company
• Competitive benefits package

About the Company

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.