Customer Success Associate (Healthcare)

Thrivemodal; Metro Manila; Remote; PHP 446,000 - 893,000; Full time

Job summary

Thrivemodal is seeking an experienced operations coordinator to manage patient scheduling, communication, and insurance interactions with a US-focused workflow. You will coordinate tests, labs, and consultations while maintaining accuracy across patient records and summaries.

You will also implement AI-driven processes, build automations, and ensure HIPAA compliance, working remotely from the Philippines during US business hours. Excellent English and strong organizational skills are essential.

Qualifications

• Excellent written and spoken English; clear calls with US patients and vendors.
• 12–24 months in an operations, admin, customer service, or coordinator role.
• Hands-on AI experience with Claude and ChatGPT; comfortable writing prompts.
• Automation experience, including Codex or similar tools.
• Comfortable on the phone; interacts with insurers, labs, and vendors to resolve issues.
• High attention to detail (names, dates, links, versions) and reliable follow-through.
• Process mindset; can turn conversations into checklists with owners/dates.
• Tech-savvy with Google Workspace, Zoom, Slack, Loom, Cal.com and related tools.
• Research & synthesis: find reputable sources and summarize options.
• Willing to complete HIPAA/privacy training.
• Reliable internet; able to work U.S. Eastern business hours.

Responsibilities

• Schedule blood work, scans, and tests; confirm appointments.
• Serve as main patient contact via text, phone, and email; route clinical questions to the doctor.
• Order supplements, send invoices, and confirm payments.
• Follow up with patients to ensure recommended next steps are completed.
• Contact insurers/labs/pharmacies for billing issues; resolve discrepancies.
• Request prior authorizations and track until decision; update patient.
• Research facilities across the US; compare costs and send orders via electronic fax.
• Review visit transcripts to produce action items, patient summaries, and doctor notes.
• Convert lab result PDFs to standard formats; update patient charts.
• Send prescription refills and close action items from visits.
• Develop and maintain AI prompts and workflows; build automations with Codex/Claude/ChatGPT.
• Write and update SOPs and templates as processes change.
• Support clinical trackers and spreadsheets, especially during busy periods.
• Maintain calendar of renewals; gather requirements and create SOP reminders.
• Source and compare third parties; coordinate onboarding and SOPs.
• Run campaigns and report basic metrics; manage small projects.

Skills

Excellent English

Ops experience

AI experience

Automation Codex

Phone communication

Attention to detail

Process mindset

Tech tools

Research & synthesis

HIPAA training

US Eastern hours

Tools

Google Workspace

Zoom

Slack

Loom

Cal.com

Electronic fax

Patient record systems

Job description

Schedule blood work, scans, and other tests for patients and confirm appointments.

Be the main point of contact for patients by text, phone, and email; answer day-to-day questions and pass clinical questions to the doctor.

Order supplements on behalf of patients, send invoices, and confirm payment.

Follow up with patients to make sure recommended next steps actually get done.

Insurance & billing issues

Call insurance companies, labs, and pharmacies when a medication is not covered or a patient gets an unexpected bill; find out why and resolve it.

Request insurance approval before certain tests (prior authorization), track each request until a decision comes back, and update the patient.

Test & facility research

Patients live across the US. Find local facilities for scans and tests (e.g., bone density scans), call them using a standard question list, compare cost and fit, and send orders by electronic fax.

After each patient visit, run the visit transcript through our multi-step AI prompts to produce action items, a patient summary, and doctor notes; check for accuracy before anything is sent.

Convert lab result PDFs into a standard format and update patient charts.

Send prescription refills and complete action items from visits.

AI automation & process improvement

Run and maintain our library of AI prompts and workflows in Claude and ChatGPT.

Build new automations that remove manual steps, for example lab results that process automatically when added to a patient chart, or AI-drafted replies to patient emails based on past responses.

Use Codex or similar tools to build and improve automations.

Write and update SOPs and message templates as processes change.

Support the clinical team with accurate, timely updates to trackers and spreadsheets, especially during busy times.

Compliance/filings

Keep a calendar of business and medical licensing renewals; collect requirements, manage schedule of deadlines , create SOPs, set reminders to ensure the processes are not delayed.

Source and compare third parties (labs, imaging centers, pharmacies, group purchasing organizations). Gather quotes, timelines, and next steps; coordinate onboarding processes and SOPs.

Practice operations initiatives and data gathering

Run straightforward campaigns (e.g., enroll patients in our discounted supplement program) and report basic metrics (opt-ins, orders, revenue share).

Run small projects such as determining the cholesterol decrease in patients once they start in our practice (e.g.,clinical KPIs).

External communications

Contact organizations (e.g., state licensing boards, group purchasing organizations) to get requirements, summarize next steps, and schedule follow-ups.

Patient-education research (plus)

With clinical guidance, compile reputable sources and draft outlines for short patient-education pieces (e.g., "How to prepare for your lab draw").

Task tracking & follow-through

Maintain organized to-do lists, owners, and due dates; proactively close loops and flag blockers.

Non-Negotiable

• Excellent written and spoken English. Clear phone calls with US patients and businesses, professional email, concise summaries.
• 12-24 months in an operations, administrative, customer service, or coordinator role.
• Hands-on AI experience: regular use of Claude and ChatGPT, including writing and refining multi-step prompts.
• Automation experience: has built automations, including with Codex or similar tools.
• Comfortable on the phone: calls insurance companies, labs, and vendors to resolve issues and follows up until done.
• High attention to detail (names, dates, links, versions) and reliable follow-through.
• Process mindset: can turn a webpage or conversation into a short checklist with owners/dates.
• Tech-comfortable: Google Workspace, Zoom, Slack, Loom, Cal.com; quick to learn new tools (electronic fax, schedulers, patient record systems).
• Research & synthesis: find reputable sources, compare options, and present a one-page brief with links.
• Professionalism & discretion with patient information; willing to complete HIPAA/privacy training.
• Reliable internet/computer; able to work U.S. Eastern business hours.

Preferred / Nice to Have

• Experence with US health insurance, billing, or prior authorizations.
• Clinical/healthcare exposure (medical admin, clinic, pre-med, public health) and interest in patient-education writing.
• Experience with simple project/task tools (Asana, Trello, ClickUp, Notion) and spreadsheets (filters, basic formulas, conditional formatting).