Onboarding Guide (Patient Enrollment)

Hera is building a better way to care for older adults and support families during the transition from referral to ongoing care. As an Onboarding Guide (Patient Enrollment), you are the first point of contact after a doctor referral and help families clearly understand Hera, complete onboarding, and reach their first appointment. The role blends relationship-building with operational execution to remove friction and prevent families from falling through the cracks.

• Serve as the first voice families hear after a doctor refers them to Hera and guide them from initial questions to their first appointment with a matched Hero.

• Convert referrals into active clients by explaining Hera’s value and helping families feel confident, heard, and ready to proceed.

• Own the end-to-end onboarding process, including paperwork, documentation collection, insurance verification, and scheduling to ensure nothing stalls.

• Coordinate communication between families and Hera’s care team to ensure a clean handoff to the matched Hero.

• Help families navigate technology such as uploading documents, joining telehealth visits, and signing electronic forms.

• Identify friction points in intake and implement improvements that scale the onboarding experience for future families.

• Collaborate with the engineering team to streamline workflows and increase onboarding capacity without reducing quality.

• Experience in healthcare sales, care coordination, or customer success (preferred experience supporting older adults or their families).

• Strong phone presence with warmth, empathy, and the ability to build trust quickly.

• Excellent follow-through and organizational skills to ensure details and deadlines do not slip.

• Process-improvement mindset focused on reducing onboarding time without cutting corners.

• High quality bar and ownership mentality for the full onboarding experience.

• Tech-savvy and comfortable helping others use tools for document upload, telehealth, and e-signatures.

• Comfort working in a fast-moving, early-stage environment where processes are still being defined.

• Contract type: 1099.

• Schedule: 30–40 hours per week during business hours (EST); you set your schedule.

• Compensation: $25–$30/hour base plus enrollment bonuses; top performers earn $40–$50/hour.

• Location: Remote; must be located in the United States.