[Remote] Onboarding Guide (Patient Enrollment), Spanish/English Bilingual

Note: The job is a remote job and is open to candidates in USA. Hera is a company focused on providing geriatric care management and is seeking an Onboarding Guide to assist families in navigating the enrollment process. The role involves guiding families from the referral stage to their first appointment, ensuring a seamless onboarding experience while building trust and addressing any obstacles that may arise.

Responsibilities

• Convert referrals into active clients by helping families understand what Hera is and how we can be valuable in their care journey
• Guide families through the onboarding process - paperwork, documentation, insurance verification, scheduling - so nothing stalls
• Coordinate between families and Hera's care team to ensure a clean handoff to their matched Hero
• Help families navigate technology: uploading documents, joining telehealth appointments, signing e-forms
• Spot friction in the intake process and fix it - not just for one family, but for every family after them
• Collaborate with our engineering team to streamline workflows and scale how many families we can onboard without sacrificing quality

Skills

• Must be fluent in both Spanish and English
• 1099 flexibility, 30–40 hrs/week in business hours EST (you set your schedule)
• $25-30/hour base + enrollment bonuses (top performers earn $40-50/hour)
• Be the first point of contact after a doctor refers a family to Hera - guide them from 'what is Hera?' to their first Hero appointment
• Remote - must be located in the United States
• Convert referrals into active clients by helping families understand what Hera is and how we can be valuable in their care journey
• Guide families through the onboarding process - paperwork, documentation, insurance verification, scheduling - so nothing stalls
• Coordinate between families and Hera's care team to ensure a clean handoff to their matched Hero
• Help families navigate technology: uploading documents, joining telehealth appointments, signing e-forms
• Spot friction in the intake process and fix it - not just for one family, but for every family after them
• Collaborate with our engineering team to streamline workflows and scale how many families we can onboard without sacrificing quality
• Have a background in healthcare sales, care coordination, or customer success — especially with older adults or their families
• Are warm on the phone and sharp on the follow-through. Families trust you quickly and nothing falls through the cracks
• Think 'how do I get this from 2 hours to 15 minutes' without cutting corners
• Hold yourself to a high bar: done right, not just done
• Are tech-savvy and energized by fast-moving environments where the playbook is still being written

Company Overview