Patient Onboarding Specialist

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 &…