Onboarding Guide (Patient Enrollment), Mandarin/English Bilingual
About The Position
As an Onboarding Guide at Hera, you will be the first point of contact for families referred by doctors. Your role is to help them understand Hera's services, guide them through the enrollment process, and ensure they feel confident and supported before being handed off to their care team. This position involves building relationships, providing concierge-level service, and coordinating care, with the primary goal of removing obstacles to enrollment. You will leverage technology to streamline the onboarding experience and contribute to shaping future processes in a fast-growing, early-stage company. The role requires a blend of relationship-building and operational efficiency, focusing on converting referrals into active clients by making the process clear and easy for families.
Requirements
- Must be fluent in both Mandarin and English.
- Must be located in the United States.
- Have a background in healthcare sales, care coordination, or customer success, especially with older adults or their families.
- Be warm on the phone and sharp on follow-through, building trust quickly.
- Be tech-savvy and energized by fast-moving environments.
- Hold yourself to a high bar: done right, not just done.
Nice To Haves
- Experience with older adults or their families.
Responsibilities
- Be the first point of contact after a doctor refers a family to Hera.
- Guide families from understanding what Hera is to scheduling their first Hero appointment.
- Convert referrals into active clients by helping families understand Hera's value.
- Guide families through the onboarding process, including paperwork, documentation, and insurance verification.
- Coordinate between families and Hera's care team for a smooth handoff to their matched Hero.
- Assist families with technology, such as uploading documents, joining telehealth appointments, and signing e-forms.
- Identify and resolve friction points in the intake process to improve the experience for all families.
- Collaborate with the engineering team to streamline workflows and scale the onboarding process.
Benefits
- 1099 flexibility
- $28-32/hour base + enrollment bonuses (top performers earn $40-50/hour)
- 30–40 hrs/week in business hours EST (you set your schedule)
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
