Onboarding Specialist

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-Time, 40 hours per week

Experience: Entry-level; prior call center, healthcare support, patient engagement, or device sales experience required

Core Areas: Patient onboarding, outbound phone outreach, intake completion, device setup, first-scan activation, EHR documentation, Five9, Google Workspace

Compensation: $55,000+ base salary per year plus annual bonus opportunity and equity options

About the Role

The Onboarding Specialist helps patients begin a remote care program by introducing the program by phone, completing intake, guiding device setup, and supporting the first successful scan that enables ongoing clinical monitoring.

This role combines patient education, motivational outreach, documentation accuracy, and compassionate communication. The position works directly with patients while coordinating with Operations, Sales, and Device Operations teams to support activation, resolve barriers, and create a consistent patient experience.

What You'll Do

Patient Outreach & Activation

• Conduct outbound phone calls to patients to introduce a remote patient monitoring program, explain its benefits, and complete intake information.
• Guide patients step by step through device setup and the first successful scan, helping them feel confident and ready to participate in ongoing monitoring.
• Use motivational and educational techniques to encourage patient engagement and overcome hesitation or objections.
• Maintain ownership of assigned patients until activation is successfully completed.

Documentation & Reporting

• Accurately document patient interactions and progress in the electronic health record, Achilles, and Google-based CRM tracking tools.
• Track outreach results, including call attempts, contact rates, and activation outcomes.
• Follow pre-written scripts and communication prompts while maintaining a natural and empathetic tone.
• Promptly report technical issues, patient feedback, or barriers to activation to leadership.

Collaboration & Coordination

• Partner closely with Operations, Sales, and Device Operations teams to support smooth handoffs and a consistent patient experience.
• Participate in training sessions to stay aligned on messaging, workflow updates, and performance expectations.
• Support process improvement initiatives designed to improve activation rates and patient satisfaction.

Qualifications

Required Experience

• Prior experience in a call center, healthcare support, patient engagement, or device sales role.
• Demonstrated success in telephonic outreach or customer-facing environments.

Required Skills

• Strong verbal communication and interpersonal skills, with the ability to explain concepts clearly and empathetically.
• Comfort navigating cloud-based systems and documentation tools, including Five9 and Google Workspace.
• High level of organization and adaptability, with the ability to manage time effectively in a remote work setting.
• Ability to connect authentically with patients and build trust through empathy and clear explanations.
• Ability to adjust quickly to patient needs, feedback, and schedule changes.
• Results-oriented and compassionate approach to guiding patients toward activation.
• Ability to balance education with persuasive communication to encourage patient action.
• Strong attention to detail, documentation accuracy, and adherence to established workflows.
• Ability to work professionally across departments and support a consistent patient experience.

Preferred Qualifications

• Bilingual English and Spanish skills.
• Prior experience in healthcare, remote patient monitoring, or medical device onboarding.
• Familiarity with performance metrics such as call volume, activation rates, and conversion cycles.

Benefits

• Flexible paid time off, with a guaranteed four weeks of PTO.
• Paid sick leave of up to 40 hours annually.
• Fully paid parental leave of 12 weeks for birthing parents and 8 weeks for non-birthing or adoptive parents.
• Competitive medical, dental, and vision plans, with 80% of premiums covered.
• Health Savings Account with employer contribution.
• Employee Assistance Program with free, confidential support for stress, anxiety, financial planning, and legal issues.
• 401(k) plan.
• Basic life and personal accident insurance fully paid.
• Short-term and long-term disability insurance fully paid.
• Additional life insurance, critical illness coverage, and accident coverage available.