Customer Success Specialist (US Medical Provider)

Work Arrangement: Fully remote, Monday to Friday, with flexibility

Job Type: Full-time, Independent Contractor.

Work Schedule: 40 hours per week, 8:00 AM- 5:00 PM PST

Locations: Remote, open to candidates worldwide with availability during Pacific Time hours.

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 dedicated to providing advanced, personalized care for individuals suffering from chronic headaches and migraines. Their mission is to deliver compassionate and specialized treatment, ensuring every patient receives the highest level of attention and support on their journey to recovery. With a holistic and patient-centered approach, they aim to improve the quality of life for those struggling with debilitating headaches. Moreover, the team is built on empathy, expertise, and a commitment to making a lasting difference in the lives of our patients.

Role Overview:

The Customer Success Specialist focuses primarily on conducting introductory calls with potential patients (warm leads) and some provider outreach. The ideal candidate will have a customer service background, with some sales experience, and be passionate about helping individuals find the right solutions for their healthcare needs.

Key Responsibilities:

• Introductory Calls: Make 10-12 daily calls (30 minutes each) with potential patients, mostly via video (80-90%). Collect patient history, explain Haven’s services, and book appointments when appropriate.
• Provider Outreach: Help contact healthcare providers by sending faxes, emails, and building lists of potential partners.
• Patient Inquiries: Quickly and professionally respond to incoming patient questions (all warm leads).
• Objection Handling: Address patient concerns, such as insurance or service questions, and provide solutions.
• Patient Info Verification: Use screen sharing to gather and confirm patient details.

Success Metrics:

• Maintain at least a 65% conversion rate from intro call to doctor appointment.
• Consistently handle 10-12 calls daily (5-6 hours phone time).
• Keep or improve the 70% show rate for intro calls, with 90% converting to appointments.
• Share regular feedback and insights to help improve processes and results.

Training & Development

• Complete a 2-week training, including supervised calls in the first two weeks.
• Learn about headache and migraine conditions to better qualify patients.
• Receive continuous coaching and feedback focused on skill-building and performance.

Key Task to Own on Your 1st Week

• Get familiar with the Company’s mission, values, and services.
• Understand the ideal customer profile and key patient pain points.
• Launch an initial outreach campaign via cold calls, emails, and LinkedIn.
• Shadow senior sales calls to learn engagement strategies and best practices.

Must-Haves (Non-Negotiables):

• 1+ years of customer service or customer success experience, ideally in healthcare, with some exposure to sales.
• Strong verbal and written communication skills.
• Confident in handling objections and thinking on their feet during conversations.
• Comfortable using CRM tools.
• Highly organized, self-motivated, and results-driven.
• Proactive, goal-oriented, and takes full ownership of tasks.
• Comfortable with high-volume calls and outreach.
• Quick learner, adaptable, and open to coaching.
• Curious, eager to understand client needs, and able to build rapport easily.

Nice-to-Haves:

• Experience in healthcare tech or working with medical professionals.
• Naturally energetic and engaging personality.
• Familiarity with sales-driven environments.

Compensation Package:

• Competitive Salary: To be discussed during the interview
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• 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. Top-grading Interview
4. Skills Assessment
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