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.
About the Role:
The Patient Enrollment Specialist is responsible for converting eligible patients identified through partner practice rosters into registered patients. This is an outbound sales role that involves calling patients who have received an introductory letter and physician email, presenting the value proposition, addressing questions or hesitation, overcoming skepticism, and securing the patient’s agreement and consent to enroll.
Once the patient agrees to enroll, the Specialist completes the required intake information in the CRM and hands the patient off to the Patient Onboarding Specialist / PMC team, who manage the patient from Registered through Active status. The Enrollment Specialist owns the patient journey from “not yet a patient” through “registered,” with success measured primarily by dials, connects, and roster-to-registration conversion rate.
The Patient Onboarding Specialist will support newly enrolled patients as they transition into a remote patient monitoring program. In this role, you will guide patients through the onboarding process, explain program requirements and available resources, address questions or concerns, coordinate next steps, and help ensure patients are prepared to begin their reporting routine.
Enrollment Key Responsibilities:
- Make high-volume outbound calls to eligible patients from assigned patient lists and follow the required outreach cadence.
- Introduce the healthcare program, clearly explain its benefits, and answer patient questions using approved scripts and talking points.
- Build trust quickly with patients, particularly adults age 65, using clear, patient-centered communication.
- Identify and professionally address objections such as lack of interest, skepticism, concerns about unsolicited calls, or wanting to speak with a family member or doctor.
- Verify basic patient eligibility and demographic information, including coverage, medication count, and provider details, and identify outdated or incorrect information.
- Obtain the patient's required consent to enroll and accurately collect all required intake information.
- Enter complete and accurate enrollment information into the CRM and assign the correct call disposition for every contact attempt.
- Leave approved voicemails and schedule callbacks when appropriate; follow established maximum-attempt and follow-up procedures.
- Provide enrolled patients with clear expectations about the next steps and hand them off to the Patient Onboarding team.
- Ensure all enrolled patient records contain accurate information and complete notes to prevent rework during onboarding.
- Report list-quality issues such as incorrect numbers, deceased or relocated patients, duplicate or existing enrollments, ineligible patients, and do-not-call requests.
- Escalate complex eligibility, coverage, or program questions to the appropriate team.
- Maintain patient privacy and follow HIPAA, consent, identity-verification, and data-handling requirements on every call.
- Consistently meet assigned goals for outbound activity, connect rate, enrollment conversion, documentation accuracy, and overall call quality.
- Share common patient objections, feedback, and recurring issues with the team to help improve enrollment performance and patient outreach.
Onboarding Key Responsibilities:
- Own the patient journey from registration through coordinator assignment and Active status, working to shorten the onboarding timeline.
- Identify patients who indicate hesitation, uncertainty, or "on the fence" sentiment during registration or early onboarding.
- Use the approved onboarding workflow, content, and scripting to orient patients to the program, services, and technology.
- Flag and document hesitant patients and their specific concerns, and proactively re-engage them through calls, texts, or CRM outreach.
- Segment patients based on readiness and prioritize outreach for those requiring continued engagement.
- Present patients with the appropriate reporting method based on their needs, preferences, and comfort with technology.
- Work closely with coordinators to ensure patient availability, timely handoffs, and scheduling after intake is complete.
- Escalate insurance/Medicare eligibility questions, missing documentation, scheduling conflicts, and other patient-specific issues to the appropriate internal team.
- Participate in onboarding, enrollment, and coordinator review meetings to report on patient status, concerns, and pipeline health.
- Maintain accurate and up-to-date CRM documentation for all patient interactions, status changes, concerns, and resolutions.
- Follow HIPAA guidelines and data-handling standards for all patient communications.
- Use approved, patient-centered language that emphasizes independence, convenience, and support.
Qualifications:
Good to Have
- 6 months–1 year of experience in patient onboarding, healthcare enrollment, care coordination, customer service, outbound sales, or a similar phone-based role.
- Strong English communication and active listening skills (C1 level or higher).
- Comfortable making high-volume outbound calls and speaking confidently with new patients or customers.
- Ability to build rapport, explain information clearly, and handle questions, concerns, and objections with empathy and professionalism.
- Strong organizational skills, attention to detail, and ability to manage multiple calls, follow-ups, and documentation.
- Proficient with computers and comfortable using CRM, EMR/EHR, dialer, or patient management systems.
- Willingness to learn healthcare technology, workflows, and communication platforms.
- Basic knowledge of HIPAA, patient privacy, and consent requirements, or willingness to learn.
- Typing speed of at least 40 WPM.
- Ability to work independently and as part of a team in a fast-paced environment.
- Patient-centered, proactive, and solution-oriented mindset.
Preferred
- Experience in RPM, RTM, patient engagement, or healthcare call centers.
- Experience with Medicare, insurance, or healthcare eligibility, particularly Medicare-age patients.
- Experience supporting patients through enrollment, activation, onboarding, or digital processes.
- Experience obtaining verbal or electronic consent.
- Experience with Salesforce, HubSpot, Five9, Outreach, or similar platforms.
- Familiarity with remote monitoring workflows and patient reporting.
Why Join Us?
- Competitive Salary
- Opportunity to build experience in healthcare and patient enrollment / Onboarding.
- Structured training and approved scripts to help you succeed.
- Performance-driven environment with clear goals and measurable results.
- Opportunity to make a meaningful impact by helping eligible patients access supportive healthcare services.
- Collaboration with a dedicated Patient Onboarding team.
Job Type: Full-time
Benefits:
- Company Christmas gift
- Company events
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
Application Question(s):
- Do you have at least 6 months of experience in outbound sales, telesales, telemarketing, healthcare enrollment, customer acquisition, or a similar phone-based role?
- Have you worked in a role that required you to make a high volume of outbound calls each day?
- How would you rate your verbal and written communication skills?
- How soon are you available to start?
- Are you available to work onsite at our office location?
- Do you have experience using a CRM, dialer, call-center platform, EMR/EHR, or similar system to document calls and customer or patient information?
- Do you have experience converting outbound calls into sales, enrollments, appointments, or applications?
Location:
- Cebu City, Cebu (Required)
Work Location: In person