About the role
Key Responsibilities:
Respond to patient inquiries via email, SMS, chat, and phone using approved scripts and SOPs
Assist patients with onboarding, intake forms, account setup, appointment scheduling, and general support
Follow up on incomplete forms, missed appointments, abandoned checkouts, and pending lab requirements
Escalate all clinical, medication, dosing, and medical questions to licensed providers
Manage CRM records, patient statuses, notes, tasks, and follow-ups
Track patient progress through the entire care journey and maintain accurate records
Schedule, confirm, and reschedule telehealth consultations while reducing no-shows
Coordinate with providers and flag urgent scheduling concerns
Monitor prescription and fulfillment statuses and communicate non-clinical updates to patients
Support lead follow-up, patient retention, refill reminders, and re-engagement campaigns
Prepare daily reports on leads, patient activity, follow-ups, and operational bottlenecks
Follow HIPAA-compliant workflows and maintain strict confidentiality
Experience & Proficiency:
Strong English communication skills (written and verbal)
Experience with CRM systems, email, SMS platforms, spreadsheets, and scheduling tools is important
Excellent attention to detail and ability to follow SOPs and scripts accurately
Strong organizational, task management, and follow-up skills
Comfortable handling sensitive patient information confidentially
Ability to work independently and provide clear reporting
Telehealth, healthcare, wellness, med spa, pharmacy, or patient support experience is preferred
Experience with GoHighLevel, HubSpot, Salesforce, Athena, IntakeQ, Healthie, Practice Better, or similar platforms is a plus
Customer service, appointment setting, or patient coordination experience is preferred
Familiarity with HIPAA-compliant communication standards is highly preferred
Disclaimer: Sphere Rocket is a VA placement company connecting independent contractors with U.S.-based business owners. We do not hire, employ, or offer jobs directly.