CPT-11511 Patient Engagement & Administrative Virtual Assistant

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Title: CPT-11511 Patient Engagement & Administrative Virtual Assistant

Independent Contractor – CPT-11511 Patient Engagement & Administrative Virtual Assistant/Business Support VA/Junior-Senior Level (Remote).

Overview

20four7VA is seeking offshore independent contractors to deliver remote services to clients worldwide, with a primary focus on developed markets such as the United States, the United Kingdom, Canada, and Australia.

We are seeking proactive, compassionate, and results-oriented Patient Engagement & Administrative Virtual Assistants to support patients throughout their journey toward completing the required sleep testing or diagnostic documentation needed for treatment.
The VA will serve as an important point of contact for patients, communicating through phone, email, and SMS to provide clear guidance, answer questions, overcome obstacles, and encourage patients to take the necessary next steps.
This role combines patient engagement, follow-up, administrative support, documentation, and process improvement. The ideal candidate should be comfortable communicating with patients empathetically while also being persistent and results-driven.
The successful candidate will understand that effective patient engagement requires more than simply answering questions. They should be able to identify what is preventing a patient from moving forward, provide appropriate guidance, follow up consistently, and help patients complete the required steps.

The objective of each engagement is to assist the client in improving business efficiency, enhancing service delivery, or supporting operational functions through high-quality, task-specific services rendered by a qualified contractor.

Scope of Services

Contractors will be required to provide services that align with the following client tasks:

Patient Communication & Engagement

• Communicate directly with patients through phone, email, and SMS.
• Respond promptly and professionally to patient questions and concerns.
• Provide clear guidance regarding the steps patients need to complete.
• Help patients understand what is required to move forward with testing or treatment.
• Identify obstacles preventing patients from completing required steps.
• Follow up with patients who have not completed the necessary actions.
• Maintain a professional, empathetic, and supportive tone in all patient interactions.
• Build rapport and trust while maintaining appropriate professional boundaries.

Patient Motivation & Follow-Up

• Develop creative and appropriate strategies to encourage patients to complete their required sleep testing or upload an existing diagnosis.
• Encourage patients to purchase a sleep test when appropriate.
• Follow up with patients who have started but not completed the process.
• Identify reasons for delays, incomplete submissions, or lack of response.
• Use approved processes and messaging to help patients overcome common obstacles.
• Maintain consistent follow-up until the appropriate next step has been completed or the case requires escalation.
• Demonstrate the ability to respectfully push back and follow established processes when needed.

Patient Records & Documentation

• Accurately document patient interactions across phone, email, and SMS.
• Enter and maintain patient information in the appropriate systems.
• Record follow-up activities, patient responses, and completion status.
• Maintain accurate and organized records.
• Complete administrative data-entry tasks as assigned.
• Ensure patient interactions and relevant updates are properly logged.
• Protect the confidentiality and security of patient information.

Tracking & Performance Monitoring

• Monitor patient interactions and completion metrics.
• Track progress toward required testing or documentation.
• Identify trends in patient behavior and common completion obstacles.
• Monitor follow-up activities and outstanding patient actions.
• Provide accurate information regarding patient engagement and completion status.
• Help identify opportunities to improve patient engagement strategies.
• Contribute to a results-oriented environment focused on improving completion rates.

Administrative Support

• Provide general administrative support related to patient engagement.
• Assist with data entry and record maintenance.
• Organize patient-related information and documentation.
• Maintain accurate follow-up lists and task records.
• Complete assigned administrative tasks within agreed timelines.
• Support the team with other patient-engagement-related workflows as needed.

Cross-Functional Collaboration

• Work closely with support, clinical, and marketing teams.
• Coordinate with internal teams to ensure consistent patient messaging.
• Escalate issues that require assistance from another department.
• Share recurring patient questions, concerns, and obstacles with the appropriate team.
• Contribute patient feedback that may help improve the overall patient experience.
• Collaborate on initiatives designed to improve testing completion and patient engagement.

Process Improvement

• Identify gaps or inefficiencies in patient engagement workflows.
• Recognize recurring obstacles that prevent patients from completing required steps.
• Gather and communicate patient feedback.
• Suggest practical improvements to engagement processes.
• Help develop more effective follow-up strategies.
• Contribute ideas that can improve completion rates and the overall patient journey.

Each engagement is based on a defined scope of work and is governed by an independent contractor agreement. Services must be performed professionally, with adherence to any timelines, guidelines, and deliverables agreed upon in writing.

Skills

The Contractor must demonstrate proficiency in the following, depending on the Client’s 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.

Preferred Qualifications

• Experience working in healthcare administration.
• Experience working with patients or healthcare consumers.
• Experience in a mental health, medical, sleep-health, or similar healthcare environment.
• Experience with patient engagement or patient success programs.
• Experience with Salesforce or similar CRM platforms.
• Experience working in a direct-to-consumer healthcare environment.
• Bachelor's degree preferred, but equivalent professional experience will be considered.
• Experience working in a performance- or target-driven environment.
• Experience identifying and improving customer or patient workflows.

Ideal CandidateThe ideal candidate is someone who:

• Is empathetic, patient, and professional when communicating with patients.
• Can build rapport while remaining focused on achieving measurable outcomes.
• Is proactive and does not wait for patients or team members to initiate every follow-up.
• Is comfortable respectfully pushing patients forward when action is needed.
• Can identify the reason behind a patient's lack of progress and determine an appropriate next step.
• Is organized and diligent with documentation.
• Has excellent follow-through.
• Can manage multiple patient conversations and administrative tasks without losing track of details.
• Is comfortable working with established processes while identifying opportunities to improve them.
• Is results-oriented and motivated by measurable improvements.
• Communicates clearly and knows when an issue needs to be escalated.
• Can work effectively with cross-functional teams.
• Treats patient information with professionalism, discretion, and confidentiality.

APPLICATION SOFTWARE KNOWLEDGE / REQUIRED TOOLS

Work Schedule

• Contracted Hours per Week: 40 Hours
• Scheduled Working Days: Monday through Friday (unless otherwise mutually agreed in writing)
• Daily Working Time: 9:00 AM – 6:00 PM PST

Note: The Company will make reasonable efforts to align the Assigned VA’s schedule with the Client’s preferred hours as set forth above. However, availability may vary based on time zones, capacity, and the contracted hours set in this SOW. Any changes must be mutually agreed to in writing through a revised SOW.

Terms of Engagement

• Contractors will operate under a Master Services Agreement and a Statement of Work
• This is not an offer of employment; contractors are not employees of 20four7VA or any client
• All compensation is processed through 20four7VA according to the terms of the engagement

Role Summary & Requirements

• REQUIRED SERVICE: Business Support
• REQUESTED EXPERIENCE TIER LEVEL: Junior, Senior Level
• Contracted Hours per Week: 40 hours/week per VA
• Daily Working Time: 9:00 AM – 6:00 PM PST
• Scheduled Working Days: Monday-Friday
• REPORTING TO/POC: To Be Determined
• Number of VAs: 2
• GENDER PREFERENCE: None
• LANGUAGES SPOKEN/PREFERENCE: English
• ACCENT PREFERENCE: Level A-B (Neutral and excellent writing skills)
• REGION PREFERENCES: Any

What we offer

• Competitive rates
• Weekly payments
• Various open roles are available
• Free training and upskilling
• Constant support and guidance
• A vibrant community always ready to support you
• And more!