Patient Success Associate - Santo Domingo, DOMINICAN REPUBLIC

heva is the operating system for cross-border care, connecting U.S. and international patients with vetted clinics across the Dominican Republic, Mexico, and Colombia. Doctors on our platform generate patient demand every day — the constraint isn't demand, it's conversion. This role exists to close that gap: turning active patient interest into confirmed, paid procedures.

As a Patient Success Associate, you'll live inside active patient conversations. Doctors bring the patients in; you close them. You'll proactively identify high-intent patients in live chats and run a structured, multi-touchpoint process that ends in one thing: a confirmed booking with payment secured. This is a closing seat, not a support seat.

What you'll do:

• Work active chats in real time — monitor live patient conversations across WhatsApp and in-platform channels, and flag high-intent patients the moment they surface. No hot lead sits waiting.
• Own the patient from first contact to paid booking, running the full closure sequence yourself — you're accountable for the outcome, not one reply in a thread.
• Run multi-touchpoint cadences, moving patients from interest to commitment across chat, voice, and follow-up. No lead goes cold on your watch.
• Command pricing and financing — present cost and payment options with total fluency across Stripe, Apple Pay, ACH, direct bank transfer, and BNPL (Klarna, Afterpay, PayPal). For high-ticket procedures, financing is often what unlocks the close.
• Handle objections around cost, timing, trust, travel logistics, and procedure hesitation, adapting on the fly.
• Secure the payment moment — the close isn't a verbal yes, it's a completed payment and confirmed booking.
• Coordinate clean handoffs, transitioning the patient to the account manager or clinic once payment is secured, without dropping the ball.
• Keep the pipeline honest by logging every touch in the CRM (Notion) — accurate, real-time pipeline hygiene is non-negotiable.

What we're looking for:

• Proven closing experience in a consultative, high-ticket, or medical/dental/travel sales environment — with numbers to back it up.
• Fluency selling over chat and messaging (WhatsApp especially); comfortable closing without ever being on a call.
• Bilingual English + Spanish, strong written and spoken.
• Total comfort discussing money and presenting financing options.
• Self-directed, target-driven, and steady in a fast, high-volume pipeline.
• CRM discipline.
• Nice to have:
• Medical tourism, elective procedure, or healthcare sales experience.
• Experience with BNPL / financing-led selling.
• Familiarity with cross-border U.S.–LATAM patient dynamics.
• Notion CRM experience.
• What we'll measure:
• Chat-to-paid-booking conversion rate.
• Speed to first response on active chats.
• Touchpoint cadence adherence (no lead abandoned).
• Paid booking volume / payment collection.
• CRM accuracy and pipeline hygiene.