Onboarding Guide (Patient Enrollment), Spanish/English Bilingual

Hera•United States, NY

17h•Remote

About The Position

As an Onboarding Guide at Hera, you will be the first point of contact for families referred to our services. Your role is crucial in helping them understand Hera's geriatric care management, ensuring they know it's covered by Medicare, and guiding them through the entire onboarding process. You will build trust, provide a seamless experience, and remove any obstacles that prevent families from receiving the care they need. This position is at the intersection of relationship-building and operations, requiring you to be part closer, part concierge, and part care coordinator. You will leverage technology to streamline onboarding and collaborate with the engineering team to improve workflows. This is an opportunity to shape the future experience of families interacting with Hera as we are an early-stage, fast-growing company.

Requirements

Must be fluent in both Spanish 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.
Be tech-savvy and energized by fast-moving environments where the playbook is still being written.

Nice To Haves

Experience with geriatric care management.
Familiarity with Medicare coverage for care management.

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 in their care journey.
Guide families through the onboarding process, including paperwork, documentation, insurance verification, and scheduling.
Coordinate between families and Hera's care team to ensure a smooth handoff to their matched Hero.
Help families navigate technology, such as uploading documents, joining telehealth appointments, and signing e-forms.
Identify and resolve friction points in the intake process for all future families.
Collaborate with the engineering team to streamline workflows and scale the onboarding process without sacrificing quality.