The posting
APPLICATION INSTRUCTIONS: If you’ve already completed the 20four7VA Recruiting Process—including the Final Interview—or have previously been contracted by a 20four7VA Client, please make sure to apply via the 20four7VA Team Portal for faster processing.
Log in using your 20four7VA-issued email address to access the portal.
If you’ve just logged in to the Team Portal, please proceed to review the Independent Contractor Opportunity outlined below.
💡 Quick Tip: Upload your resume first—this will automatically populate most of the fields in the application form. Let the magic happen!
If you're interested in this opportunity, click APPLY TO POSITION to proceed.
********************************************************************
Title: CPT-11511 Patient Engagement & Administrative Virtual Assistant
Independent Contractor – CPT-11511 Patient Engagement & Administrative Virtual Assistant/Business Support VA/Junior-Senior Level (Remote).
Overview
20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.
We are seeking proactive, compassionate, and results-oriented Patient Engagement & Administrative Virtual Assistants to support patients throughout their journey toward completing the required sleep testing or diagnostic documentation needed for treatment. The VA will serve as an important point of contact for patients, communicating through phone, email, and SMS to provide clear guidance, answer questions, overcome obstacles, and encourage patients to take the necessary next steps. This role combines patient engagement, follow-up, administrative support, documentation, and process improvement. The ideal candidate should be comfortable communicating with patients empathetically while also being persistent and results-driven. The successful candidate will understand that effective patient engagement requires more than simply answering questions. They should be able to identify what is preventing a patient from moving forward, provide appropriate guidance, follow up consistently, and help patients complete the required steps.
The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.
Scope of Services
Contractors will be required to provide services that align with the following client tasks:
Patient Communication & Engagement
- 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.
- Assist patients with completing the sleep-health questionnaire required to proceed with sleep-test ordering
- Adjust the communication channel and level of support based on the patient's situation, including moving from SMS/email to a phone call when written communication is not effectively resolving the issue
- Provide real-time troubleshooting guidance when patients encounter difficulties using or completing the at-home sleep test, and coordinate with the technical support team when additional assistance is required
Patient Motivation & Follow-Up
- 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.
- Contact patients after they have ordered a sleep test to help them activate the test and obtain the required activation code
- Continue supporting patients from the time the sleep test is purchased through completion of the test, including follow-up after delivery
- Encourage patients who request a refund because of buyer's remorse to complete the sleep test before proceeding with a refund, while following the established refund policy when the patient ultimately chooses not to continue
- Use creative approaches to reinforce the value of completing the sleep test and help patients overcome hesitation or reluctance to begin
Patient Records & Documentation
- 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.
Tracking & Performance Monitoring
- 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.
- Work toward defined patient-conversion and completion targets, with a focus on improving the number of purchased sleep tests that are successfully completed
- Monitor individual patient progress through the completion stage and recognize when additional intervention is needed to keep the patient moving forward
Administrative Support
- 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.
Cross-Functional Collaboration
- 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.
- Participate in regular pod/team meetings to review patient situations, collaborate on solutions, and identify ways to improve conversion and completion results
- Use internal team communication channels to seek assistance with difficult patient situations and share troubleshooting issues in real time
Process Improvement
- 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.
- Contribute practical ideas and creative approaches for improving patient conversion and sleep-test completion rather than relying solely on predefined scripts or templates
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.
Skills
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.
- Strong patient-conversion and motivational communication skills, with the ability to encourage action while maintaining an empathetic approach
- Ability to troubleshoot patient issues in real time and determine when to resolve an issue independently versus involve the technical or appropriate support team
- Ability to adapt communication methods based on the patient's level of understanding and the nature of the obstacle
- Ability to handle patients who are reluctant, hesitant, or resistant to completing the sleep test while maintaining appropriate persistence
- Comfortable working toward measurable conversion and completion goals in addition to providing customer support
Preferred Qualifications
- 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.
Ideal CandidateThe ideal candidate is someone who:
- Is empathetic, patient, and professional when communicating with patients.
- Can build rapport while remaining focused on achieving measurable outcomes.
- Is proactive and does not wait for patients or team members to initiate every follow-up.
- Is comfortable respectfully pushing patients forward when action is needed.
- Can identify the reason behind a patient's lack of progress and determine an appropriate next step.
- Is organized and diligent with documentation.
- Has excellent follow-through.
- Can manage multiple patient conversations and administrative tasks without losing track of details.
- Is comfortable working with established processes while identifying opportunities to improve them.
- Is results-oriented and motivated by measurable improvements.
- Communicates clearly and knows when an issue needs to be escalated.
- Can work effectively with cross-functional teams.
- Treats patient information with professionalism, discretion, and confidentiality.
- Knows when a patient needs additional "hand-holding" versus when a simple reminder or follow-up is sufficient
- Comfortable taking initiative to troubleshoot patient problems in real time without waiting for the client or manager to provide every next step
- Able to balance compassion and empathy with the persistence required to achieve patient-completion goals
- Comfortable operating in a fast-paced, high-volume environment with a large active patient caseload
- Naturally looks for creative solutions when standard templates or processes do not address a patient's specific situation
- Comfortable collaborating closely with a remote team through group chats, pod meetings, and other internal communication channels
- Motivated by measurable conversion and completion outcomes rather than simply closing communication tasks
APPLICATION SOFTWARE KNOWLEDGE / REQUIRED TOOLS
Category
Tools / Platforms
CRM
CRM / Patient Management Systems
Preferred CRM
Salesforce
Communication
Phone, Email, SMS
Patient Management
Electronic Patient / Healthcare Management Tools
Documentation
Data Entry & Documentation Platforms
Productivity
Microsoft Office / Google Workspace or comparable tools
Collaboration
Internal Communication & Collaboration Platforms
Work Schedule
- 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.
Terms of Engagement
- 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
Role Summary & Requirements
- 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
What we offer
- Competitive rates
- Weekly payments
- Various open roles are available
- Free training and upskilling
- Constant support and guidance
- A vibrant community always ready to support you
- And more!
