Client Success Manager (US Healthcare Startup Company)

Job Description

Work Arrangement: Fully remote, overlapping EST working hours

Job Type: Full-time

Work Schedule: 40 hours per week, Monday to Friday, 9:00 AM to 5:00 PM EST

Locations: Remote, open only to candidates based in the Philippines

About Pearl Talent:

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They’re looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we’ve hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Why Work with Us?

We mean what we say that we’re building a different recruiting company here. We only work with exceptional founders from the US and EU who care about the long-term success of their team members. We also provide you with attainable 3, 6, 9, 12 month, and beyond retention bonuses in addition to community oriented opportunities like an annual retreat.

About the Company:

The company is a pioneering virtual pediatric ADHD clinic dedicated to providing trusted, personalized care for families navigating ADHD. We leverage modern technology to ensure children receive accessible, expert-led care while supporting parents through every step of the process. As we scale our services, our goal remains clear: to revolutionize pediatric ADHD care by combining convenience, compassion, and clinical excellence.

Role Overview:

The Client Success Manager will be the first point of contact for families, patients, and external inquiries. This role is critical for ensuring a seamless, empathetic, and positive experience for all families engaging with Clarity Pediatrics’ services. The candidate must be customer-focused, organized, and able to handle tasks with care, sensitivity, and efficiency.

Key Responsibilities:

1. Patient Support and Ticket Management

• 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.

2. Patient Onboarding and Enrollment

• 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.

3. Cross-Team Collaboration and Process Improvement

• 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.

Requirements

Must-Haves:

• 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.

Nice-to-Haves:

• 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

Compensation Package:

• 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

Our Recruitment Process:

1. Application
2. Screening
3. Skills Assessment
4. Top-grading interview
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

If this role aligns with your skills and career goals, we’d love to hear from you. Apply now to take the next step in your journey with Pearl.