Onboarding Guide - Patient Enrollment, Mandarin/English Bilingual

A doctor refers a family to Hera. They're cautiously optimistic but mostly overwhelmed - they've been bounced between systems, handed pamphlets, told to "call this number." They don't know what geriatric care management is. They definitely don't know it's covered by Medicare. They're one confusing phone call away from saying "never mind, we'll figure it out ourselves."

You're the reason they don't.

As an Onboarding Guide, you're the first voice a family hears from Hera. You help them understand how Hera competently cares for their parents, walk them through every step of getting started, and hand them off to their Hero feeling confident, heard, and ready. You're part closer, part concierge, part care coordinator. You just make the path so clear and the experience so easy that saying yes feels obvious.

This role sits at the intersection of relationship-building and operations. You're selling, but what you're selling is something families genuinely need, and your job is to remove every obstacle between a referral and a first appointment. Missing paperwork, skeptical adult children, a patient who's never used a computer - you will get through whatever it takes so that the family can meet their Hero.

Your mission as the Onboarding Guide

• You're the reason families actually get help instead of falling through the cracks between referral and care

• You aren’t just going through a motion. You're building trust with real families at a vulnerable moment

• You own the full onboarding experience, no handing things off and hoping for the best

• You leverage technology to make onboarding seamless, not a stack of faxes and voicemails

• Elevate your ceiling. We're early stage and growing fast - Guides joining now are shaping how every future family experiences Hera

The Role

• 1099 flexibility, 30–40 hrs/week in business hours EST (you set your schedule)

• $28-32/hour base + enrollment bonuses (top performers earn $40-50/hour)

• Must be fluent in both Mandarin and English

• Be the first point of contact after a doctor refers a family to Hera - guide them from "what is Hera?" to their first Hero appointment

• Remote - must be located in the United States

What you'll actually do

• Convert referrals into active clients by helping families understand what Hera is and how we can be valuable in their care journey

• Guide families through the onboarding process - paperwork, documentation, insurance verification, scheduling - so nothing stalls

• Coordinate between families and Hera's care team to ensure a clean handoff to their matched Hero

• Help families navigate technology: uploading documents, joining telehealth appointments, signing e-forms

• Spot friction in the intake process and fix it - not just for one family, but for every family after them

• Collaborate with our engineering team to streamline workflows and scale how many families we can onboard without sacrificing quality

You'd be a great fit if you

• Have a background in healthcare sales, care coordination, or customer success — especially with older adults or their families

• Are warm on the phone and sharp on the follow-through. Families trust you quickly and nothing falls through the cracks

• Think "how do I get this from 2 hours to 15 minutes" without cutting corners

• Hold yourself to a high bar: done right, not just done

• Are tech-savvy and energized by fast-moving environments where the playbook is still being written

We're on a mission to change the way we care for our parents and redefine a universal human experience. Watch our launch video here.