Patient Success Lead

Thrive Concierge

This is a remote position.

About the Company

This company is dedicated to providing transformative health and wellness programs for clients seeking comprehensive and personalized care. With a focus on compassion, organization, and long-term results, the organization supports individuals throughout their journey, ensuring a seamless and positive experience at every step. Their mission is to empower clients with the tools, resources, and guidance needed to thrive, while fostering a culture of kindness, professionalism, and accountability within their team.

About the Role

The Thrive Concierge plays a critical role in ensuring clients receive exceptional support and guidance before, during, and after their wellness program. This position requires strong organizational skills, logical thinking, and empathy, as you will be responsible for managing logistics, follow-ups, and client communications over a 7-month period. Beyond direct client interaction, you will also supervise the Client Support (CS) team, ensuring smooth operations, compliance, and a consistent, compassionate experience for all clients.

Responsibilities

Conduct welcome calls and emails within 24 hours of client onboarding.

Upload and manage forms in the client portal (Cerbo) and ensure completion through follow-up.

Request and manage medical records, ensuring accuracy and proper documentation.

Review doctor notes and coordinate with physicians to finalize treatment plans.

Assist clients with logistics (travel, accommodations, scheduling) and provide resources such as welcome guides and local information.

Coordinate post-program communications, including follow-up calls and detox guidance.

Book and manage follow-up appointments (1, 3, and 5 months).

Oversee lab tracking and follow-up procedures.

Supervise and monitor the CS team's performance through spreadsheets, KPIs, and regular check-ins.

Develop professional documents, templates, and client checklists.

Conduct weekly team meetings, training sessions, and 1 : 1 KPI reviews.

Ensure compliance with HIPAA and maintain organized, secure systems.

Manage schedules, team availability, and coverage.

Leverage ZenDesk for timely response and resolution of client inquiries.

Collaborate with Sales and other departments for smooth client handoff and onboarding.

Foster a team culture of compassion, organization, and accountability.

Identify upsell opportunities for additional services or support.

Requirements

Proven experience in client services, patient coordination, or concierge roles (healthcare / wellness industry preferred).

Strong organizational skills with the ability to manage multiple priorities and deadlines.

Excellent communication skills in English (verbal and written).

High level of empathy, compassion, and client-centered service.

Supervisory or team leadership experience strongly preferred.

Proficiency with digital platforms such as Cerbo, ZenDesk, and Google Drive.

Ability to create professional documentation, templates, and training materials.

Comfortable working remotely, independently, and with cross-functional teams.

Knowledge of HIPAA compliance and data security best practices is a plus.

Benefits

Monthly compensation : $1,500 $1,800 USD

Remote position open to candidates across LATAM