Bilingual Client Success Manager

**Industry**: Healthcare / Telemedicine / Client Success
**Work Arrangement**: Fully Remote (with overlap in U.S. EST working hours)

**Job Type**: Full-time
**Work Schedule**: Monday to Friday — 40 hours per week, 9:00 AM to 5:00 PM EST
**Locations**:

- LATAM (Brazil, Colombia, Mexico, Argentina)
- Philippines
- Other remote regions with strong English and Spanish communication skills (Bilingual preferred)

**About Pearl Talent**:
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Why Work with Us?
At Pearl, we’re not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.
**About the Company**:
Our client is a rapidly growing U.S.based telehealth provider specializing in pediatric and behavioral health services, helping families access personalized care for children with ADHD and related conditions. The organization is mission-driven, combining clinical excellence with compassionate support to ensure every family receives a smooth, empowering care experience.
**Role Overview**:
We’re hiring a Client Success Manager who will serve as the primary point of contact for families, patients, and external inquiries. This role is critical in ensuring every interaction reflects empathy, efficiency, and care.
The Client Success Manager will oversee onboarding, scheduling, and support workflows—acting as a bridge between patients and internal teams to ensure each family’s experience is positive and seamless.
**Your Impact**:
You’ll help families navigate their care journey with clarity and compassion—ensuring timely support, smooth appointment management, and a responsive communication process. Your ability to manage details, multitask, and communicate effectively will directly shape the patient experience and strengthen the company’s reputation for exceptional care.
**Core Responsibilities**:
Patient Support & Ticket Management - 35%
- Handle incoming patient inquiries and support tickets promptly and efficiently.
- Use macros and FAQs to provide accurate, consistent responses.
- Manage appointment rescheduling requests and ensure smooth coordination for patients.

Patient Onboarding & Enrollment - 30%
- Assist new patients during onboarding, ensuring clarity about services and procedures.
- Provide guidance and reassurance throughout their initial setup.
- Facilitate enrollment and verify that all documentation is accurate and complete.

Cross-Team Collaboration & Process Improvement - 25%
- Partner with the Care Operations team to optimize scheduling and communication.
- Work with the Revenue Operations team to address billing or payment inquiries.
- Identify opportunities to improve internal workflows and contribute to operational efficiency.

Documentation & Communication - 10%
- Maintain up-to-date patient and interaction records in CRM and EMR systems.
- Support compliance and ensure adherence to HIPAA standards.

**Requirements**:
**Must-Have (required)**:

- 2+ years of experience in customer support or client-facing roles, preferably in healthcare or telemedicine.
- Proficiency with CRM software (Zendesk), scheduling tools, and patient management systems.
- Exceptional written and verbal communication skills with a compassionate, patient-first approach.
- Strong organizational skills and attention to detail.
- Ability to thrive in a fast-paced, remote environment.
- Understanding of HIPAA compliance and handling of confidential health information.

**Nice-to-Have (preferred)**:

- Experience supporting pediatric or mental health services.
- Familiarity with ADHD care, family support services, or behavioral health settings.
- Bilingual in English and Spanish (strongly preferred).
- Comfortable using Slack, Google Workspace, Zoom, and EMR software.

**Tools Proficiency**:
**Required**:

- CRM Tools: Zendesk, Intercom, or similar
- Scheduling Tools: Calendly, Google Calendar
- Communication Tools: Slack, Gmail, Zoom
- Productivity Tools: Google Workspace (Docs, Sheets, Drive)

**Preferred**:

- Healthcare Systems: EMR or EHR platforms
- Task Management: Notion, Asana, or Airtable

**Benefits**:

- Competitive Salary: Based on experience and skills
- Remote Work: Fully remote—work from anywhere
- Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
- Generous PTO: In accordance with company policy
- Direct Mentorship: Guidance from international industry experts
- Learning & Development: Ongoing access to resources for professional growth
- Global Networking: Connect with professionals worldwide
- Work-Life Balance: Flexible hours that support a healthy balance

**Our Recruitment Process**:

- Application
- Screening
- Skills Assessment
- Top-grading interview
- Client Interview
- Job Offer
- Client Onboarding

Ready to Join Us?