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Salary: USD 1,000 - 1,200 / monthly
heva is the operating system for cross-border care, connecting U.S. and international patients with vetted clinics across Latin America. This role exists to close the gap between patient interest and confirmed, paid procedures.
As a Patient Success Associate, you will work active patient conversations in real time, monitoring live chats across WhatsApp and in-platform channels to identify high-intent patients immediately. You own the patient journey from first contact through paid booking, running the full closure sequence yourself and remaining accountable for outcomes.
Key responsibilities include:
- Monitor live patient conversations and flag high-intent prospects without delay
- Run multi-touchpoint cadences moving patients from interest to commitment across chat, voice, and follow-up
- Present pricing and payment options with fluency across Stripe, Apple Pay, ACH, direct bank transfer, and BNPL options (Klarna, Afterpay, PayPal)
- Handle objections around cost, timing, trust, travel logistics, and procedure hesitation, adapting in real time
- Secure payment and confirmed booking—the close is a completed transaction, not a verbal commitment
- Coordinate clean handoffs to account managers or clinics once payment is secured
- Provide customer support as needed, answering patient questions and resolving booking, payment, or travel issues
- Maintain CRM discipline in Notion with accurate, real-time pipeline logging
Success is measured by chat-to-paid-booking conversion rate, speed to first response on active chats, touchpoint cadence adherence, paid booking volume, payment collection, and CRM accuracy.
Requirements:
- Proven closing experience in consultative, high-ticket, or medical/dental/travel sales with measurable results
- Fluency selling over chat and messaging (WhatsApp especially); comfortable closing without phone calls
- Bilingual English and Spanish, strong written and spoken communication
- Total comfort discussing money and presenting financing options
- Self-directed, target-driven, and steady in fast, high-volume pipelines
- Comfortable switching between closing and customer support with patient, service-minded approach
- CRM discipline and organizational skills
Preferred qualifications:
- Medical tourism, elective procedures, or healthcare sales experience
- Customer support or patient services background
- BNPL or financing-led selling experience
- Familiarity with cross-border U.S.–LATAM patient dynamics
- Notion CRM experience
