Patient Engagement & Administrative Virtual Assistant

• Communicate directly with patients through phone, email, and SMS
• Respond promptly and professionally to patient questions and concerns
• Guide patients through required sleep testing or diagnostic documentation steps
• Identify obstacles preventing patients from completing required actions
• Follow up consistently with patients who have incomplete actions or submissions
• Encourage patients to complete sleep testing, upload existing diagnoses, or purchase a sleep test when appropriate
• Build rapport and trust while maintaining professional boundaries
• Document patient interactions, responses, follow-up activities, and completion status
• Enter and maintain patient information in CRM and patient-management systems
• Complete administrative data-entry and record-maintenance tasks
• Protect the confidentiality and security of patient information
• Monitor patient interactions, completion metrics, outstanding actions, and progress
• Identify trends and opportunities to improve patient engagement strategies
• Provide general administrative support and maintain follow-up lists and task records
• Collaborate with support, clinical, and marketing teams
• Escalate issues requiring assistance from other departments
• Share recurring patient questions, concerns, and obstacles with appropriate teams
• Gather patient feedback and suggest practical workflow improvements
• Help develop effective follow-up strategies and improve completion rates
• Work independently under an agreed scope of services, timelines, guidelines, and deliverables

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
• Experience working in healthcare administration is preferred
• Experience working with patients or healthcare consumers is preferred
• Experience in a mental health, medical, sleep-health, or similar healthcare environment is preferred
• Experience with patient engagement or patient success programs is preferred
• Experience with Salesforce or similar CRM platforms is preferred
• Experience working in a direct-to-consumer healthcare environment is preferred
• Bachelor's degree preferred, but equivalent professional experience will be considered
• Experience working in a performance- or target-driven environment is preferred
• Experience identifying and improving customer or patient workflows is preferred
• Required English language proficiency
• Availability for 40 hours per week, Monday through Friday, generally 9:00 AM–6:00 PM PST
• Independent contractor status under a Master Services Agreement and Statement of Work

Core Competencies

Demonstrates strong patient engagement and communication skills, effectively guiding patients through processes while maintaining confidentiality and professionalism. Proficient in CRM and patient-management systems, with a focus on improving patient workflows and completion rates.

Highest-signal resume keywords

• Patient Engagement
• CRM Proficiency
• Healthcare Administration Experience
• Excellent Communication Skills
• Organizational Skills

Hard Skills

• Data Entry
• Record Maintenance
• Patient Documentation
• Workflow Improvement
• Problem-Solving
• Critical Thinking
• Task Management
• Attention to Detail
• Salesforce Experience
• Patient Success Programs

Soft Skills

• Interpersonal Skills
• Empathy
• Professional Phone Presence
• Relationship Building
• Proactive Approach

Industry Keywords

• Healthcare
• Direct-to-Consumer
• Patient Engagement
• Mental Health
• Sleep Health

Tools & Technologies

• CRM Systems
• Patient-Management Systems