Job summary
This remote role involves managing the onboarding process for patients undergoing at-home sleep testing and oral appliance treatment. The position requires handling a caseload of over 100 patients, guiding them through purchasing, telehealth scheduling, impression kit management, and coordination with multiple internal teams. Strong organization, empathy, and communication skills are essential, alongside adherence to privacy regulations.
Location and work setup
- Location
- Norway
- Work setup
- Remote
Responsibilities
Manage each patient's onboarding journey from purchase through telehealth scheduling, impression kit delivery and return, to manufacturing handoff. Handle inbound and outbound communications using phone, SMS, and email within defined service levels. Coordinate with insurance, clinical, sales, and manufacturing teams to resolve issues and keep the patient journey on track. Respond professionally to cancellations, refunds, billing concerns, and escalate complex cases appropriately. Document all patient interactions accurately in Salesforce while maintaining strict privacy and HIPAA compliance. Identify recurring feedback and operational challenges to support process improvements.
Qualifications
At least one year of experience in customer or patient support, ideally within healthcare, telehealth, or related environments. Proven ability to de-escalate sensitive customer interactions with professionalism. Excellent organizational skills and experience managing a high-volume caseload. Strong written and verbal English communication skills. Detail-oriented documentation practices and familiarity with handling protected health information. Competence in digital business tools including Salesforce and Microsoft Office suite. High school diploma minimum; bachelor's degree preferred. Availability for a full-time, 40-hour per week remote contract, typically Monday to Friday.