Patient Success Associate - Medellín, COLOMBIA
heva is the operating system for cross-border care, connecting U.S. and international patients with vetted clinics across Latin America. Doctors on our platform generate patient demand every day — the constraint isn't demand, it's conversion. This role exists to close that gap: turning active patient interest into confirmed, paid procedures. As a Patient Success Associate, you'll live inside active patient conversations. Doctors bring the patients in; you close them. You'll proactively identify high-intent patients in live chats and run a structured, multi-touchpoint process that ends in one thing: a confirmed booking with payment secured. This is primarily a closing seat. You'll also take on some customer support work, helping patients with questions and issues before and after they book so their experience stays smooth from start to finish.
Locations
Medellín COLOMBIA
What you'll do
- Work active chats in real time — monitor live patient conversations across WhatsApp and in-platform channels, and flag high-intent patients the moment they surface. No hot lead sits waiting.
- Own the patient from first contact to paid booking, running the full closure sequence yourself — you're accountable for the outcome, not one reply in a thread.
- Run multi-touchpoint cadences, moving patients from interest to commitment across chat, voice, and follow-up. No lead goes cold on your watch.
- Command pricing and financing — present cost and payment options with total fluency across Stripe, Apple Pay, ACH, direct bank transfer, and BNPL (Klarna, Afterpay, PayPal). For high-ticket procedures, financing is often what unlocks the close.
- Handle objections around cost, timing, trust, travel logistics, and procedure hesitation, adapting on the fly.
- Secure the payment moment — the close isn't a verbal yes, it's a completed payment and confirmed booking.
- Coordinate clean handoffs, transitioning the patient to the account manager or clinic once payment is secured, without dropping the ball.
- Provide customer support as needed, answering patient questions, resolving booking, payment, or travel issues, and routing clinical or technical requests to the right team.
- Keep the pipeline honest by logging every touch in the CRM (Notion) — accurate, real-time pipeline hygiene is non-negotiable.
What we're looking for
- Proven closing experience in a consultative, high-ticket, or medical/dental/travel sales environment — with numbers to back it up.
- Fluency selling over chat and messaging (WhatsApp especially); comfortable closing without ever being on a call.
- Bilingual English + Spanish, strong written and spoken.
- Total comfort discussing money and presenting financing options.
- Self-directed, target-driven, and steady in a fast, high-volume pipeline.
- Comfortable switching between closing and customer support, with a patient, service-minded approach.
- CRM discipline.
- Experience in medical tourism, elective procedures, or healthcare sales is a plus.
- Customer support or patient services experience is a plus.
- Experience with BNPL or financing-led selling is a plus.
- Familiarity with cross-border U.S.–LATAM patient dynamics is a plus.
- Experience using Notion as a CRM is a plus.
- Success in this role is measured by chat-to-paid-booking conversion rate, speed to first response on active chats, and touchpoint cadence adherence so no lead is abandoned.
- You'll also be measured on paid booking volume, payment collection, and CRM accuracy and pipeline hygiene.