The posting
Patient Onboarding Specialist
About Us
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.
Position Overview:
The Patient Onboarding Specialist is responsible for guiding newly registered patients through the critical window between enrollment and Active status. This role owns the onboarding experience — identifying and addressing patient hesitation early, coordinating device and pharmacy logistics, and driving patients toward a consistent daily reporting cadence as quickly as possible. Success in this role directly impacts patient retention, program compliance rates, and the overall health of the client's patient pipeline.
Key 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. This includes an orientation to the client's patient journey, including an understanding of our services and the technologies that patients use in order to use our services.
- Flag and document hesitant patients and their specific concerns so onboarding and PMC teams can respond proactively rather than losing the patient to opt-out.
- 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: aMed device (preferred, best for patients less comfortable with technology), the client’s App (for mobile-first, on-thego patients), or text-based confirmation (exception basis only, with supervisor approval).
Cross-Functional Communication
- Work closely with PMCs (Personal Client Coordinators) on patient availability and the handoff in the CRM, with scheduling after intake is complete.
- Escalate patient-specific issues (insurance/Medicare eligibility questions, missing documentation, scheduling conflicts) to the appropriate internal team promptly.
- Participate in recurring onboarding, enrollment, and PMC review meetings to report on patient status, flagged concerns, and pipeline health.
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, whether by phone, text, or in-app.
- Use approved, patient-centered language in all outreach — emphasizing independence, convenience, and PMC support rather than "managing," "compliance," or device-centric framing
What Success Looks Like:
- Successfully able to reach patients for the first verbal engagement. Establish trust and future engagement.
- Reduced time from registration to Active status.
- Lower opt-out rates through early identification and resolution of patient hesitation.
- Clean, thorough CRM documentation that gives the full team visibility into every patient's status and concerns.
- Onboarding KPI feedback is provided to the client and measured for success, with the ability to record and complete analysis for continuous improvement.
Qualifications:
- Experience in patient onboarding, healthcare enrollment, care coordination, or a related patient-facing healthcare role.
- Experience with the Medicare-age and older demographic to drive success.
- Ability to recognize objections and/or hesitation, with the ability to sell the patient to prevent opting out and/or mitigate the issue by identifying the concern and communicating it to the appropriate person to attempt to prevent opting out.
- Strong understanding of (or ability to quickly learn) RTM/RPM program structures, Medicare eligibility basics, and remote monitoring workflows.
- Excellent verbal and written communication skills, with the ability to build trust quickly with hesitant or skeptical patients.
- Highly organized, detail-oriented, and comfortable managing a high volume of patients across multiple stages of onboarding simultaneously.
- Experience with CRM or patient-record systems; comfortable learning new platforms.
- A proactive, problem-solving mindset — comfortable identifying issues before they become opt-outs.
Preferred Experience & Skills:
- 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.
- Excellent written and verbal communication skills.
- Strong attention to detail and accuracy.
- Comfortable using basic computer applications and learning new technology and platforms.
- 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, or willingness to learn and follow applicable guidelines.
