Virtual Front Desk Representative | Consultant  

• Respond to patient inquiries via phone, email, and chat regarding test kit orders, shipping, and troubleshooting.
• Assist patients with navigating the website and completing the ordering process.
• Make outbound calls to provide order status updates, delivery timelines, or follow-ups.
• Remotely proctor specimen collection via video platforms and ensure adherence to collection protocols.
• Verify sample quality, document any deviations, and guide patients through corrective steps when needed.
• Deliver or help patients access test results securely and clearly explain next steps.
• Maintain knowledge of various test kits (e.g., PCR, STI, GI, HPV) and their specific requirements.
• Manage shared inboxes, update records in CRM systems, and support general administrative duties.
• Adapt to evolving workflows during early-stage account launches and contribute to process improvement.

We are seeking a compassionate and detail-oriented Virtual Front Desk Representative to guide patients through the at-home test kit process. This role involves handling inquiries, supporting order placement, proctoring specimen collection, and ensuring compliance and patient satisfaction throughout the experience.

• Consultancy basis minimum of 6 months consultancy contract subject for renewal
• 1+ year of experience in healthcare customer service, virtual front desk, or any healthcare support
• Excellent communication and digital multitasking skills
• Familiarity with HIPAA and data privacy standards
• Proficient in using video conferencing and online platforms
• Flexible, detail-oriented, and able to work independently