Patient Success Advocate - Remote

Direct Meds LLC

1d•Remote

About The Position

DirectMeds is seeking a motivated and detail-oriented Patient Success Advocate to support our growing telesales operations. As a Patient Success Advocate, you combine consultative sales expertise with exceptional customer service to help patients confidently navigate their healthcare journey. You build trust by understanding each patient's unique needs, educating them on available telehealth services and treatment options, and guiding them toward solutions that best support their health goals. You manage the patient experience from the initial inquiry through enrollment, appointment scheduling, and ongoing engagement, ensuring a seamless and positive experience. By proactively following up with existing patients, addressing concerns, overcoming objections, and identifying opportunities to increase engagement, you help drive patient acquisition, retention, and satisfaction. Working collaboratively with clinical and operational teams, you consistently exceed performance goals while delivering compassionate, patient-centered support. Your ability to build rapport, communicate complex information clearly, and create meaningful relationships contributes to increased patient loyalty, improved health outcomes, and overall business growth.

Requirements

Ability to work 40 hours per week (full-time)
Strong multitasking skills and attention to detail
Comfortable navigating multiple systems (CRM, dialer, patient portals)
Basic technical proficiency (uploading documents, managing systems)
Strong verbal and written communication skills in English
Ability to meet performance and productivity targets
Reliable computer (desktop or laptop)
Stable high-speed internet connection
USB or Bluetooth headset with microphone suitable for call handling

Nice To Haves

Prior experience in telesales, customer support, collections, billing and account receivables, Patient Success Advocate, or call center environments
Experience using CRM systems and dialers (Five9, Zoho, etc.)
Bilingual is a plus (Spanish preferred)

Responsibilities

Log in to Five9 and transition to Ready status within five minutes of clocking in via Rippling; remain Ready for the duration of your shift
Take full ownership of daily tasks, including maintaining Ready status on Five9, managing ‘My Open Tickets’, and overseeing ‘Team Specific Views’ and special projects
Uphold professional standards, drive productivity, and demonstrate complete workflow accountability
Drive performance by actively participating in cancel-save initiatives and goals
Ensure unwavering compliance with established SOPs and organizational operational protocols
Minimum of 30–35+ calls per shift from Inbound calls, My Open Tickets View, Team Specific CNR, Open Tickets, Special Projects
35+calls–35+ tickets addressed daily from Inbound calls, My Open Tickets View, Team Specific CNR Open Tickets, Special Projects
Minimum Performance Standard: 4 saves / day - 20 saves / week minimum
Login to Five9, 5 min after logging in through Rippling - Be set to Ready throughout the day
Consistent active participation in cancellation save efforts on every call / account worked on and on Team Chats
Timely follow-up on patient escalations
Accurate documentation in Zoho Desk Tickets ( Closing Tickets + Leaving Comments on tickets ) and Admin Portal ( CSR Notes )
Attend all meetings on a timely basis and adhere to attendance policy
Consistently meeting or exceeding Patient Success Advocate completion quotas
Efficiently handling a high volume of past due account interactions (phone and text message first)
Maintaining accurate and complete documentation
Providing a smooth and helpful experience for patients