Client Success Manager

Summary

Join Pearl Talent and work as a fully remote Client Success Manager for a pioneering virtual pediatric ADHD clinic in the Philippines. You will be the primary point of contact for families and patients, ensuring a positive experience. Key responsibilities include managing patient inquiries, assisting with onboarding, and collaborating with other teams to improve processes. This role requires 2+ years of customer support experience, proficiency in scheduling tools and CRM software, and exceptional communication skills. The company offers a comprehensive compensation package including generous PTO, health coverage, mentorship, and professional development opportunities.

Requirements

• Have 2+ years of experience in a customer support or client-facing role, preferably in healthcare or telemedicine
• Be proficient in using scheduling tools, CRM software (Zendesk), and patient management systems
• Possess exceptional written and verbal communication skills, with a compassionate, patient-centric approach
• Demonstrate strong organizational skills and attention to detail
• Thrive in a fast-paced, remote environment while maintaining a high level of professionalism
• Understand HIPAA compliance and handle sensitive health information effectively

Responsibilities

• Handle incoming patient inquiries and tickets promptly and efficiently
• Use predefined macros and FAQs to provide consistent and accurate responses
• Manage appointment rescheduling requests and ensure smooth transitions for patients
• Assist new patients with the onboarding process, ensuring they understand the services and procedures
• Provide guidance and support throughout the initial setup
• Facilitate the enrollment process for new patients, ensuring all necessary documentation is completed
• Collaborate with the Care Operations team to streamline patient care processes
• Work with the Revenue Operations team to address billing and payment inquiries
• Participate in identifying areas for improvement and provide feedback to enhance efficiency and patient satisfaction

Preferred Qualifications

• Have experience supporting pediatric or mental health services
• Be familiar with ADHD care or working with families and children
• Be bilingual (English/Spanish), which is a plus
• Be comfortable using tools like Slack, Google Workspace, Zoom, and EMR software

Benefits

• Remote Work: Fully remote—work from anywhere
• Work Schedule: Monday to Friday, 9:00AM - 5:00PM EST
• Generous PTO: Ample paid time off to rest and recharge
• Health Coverage: HMO coverage after 3 months
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance