Patient Success Manager

Sword; Almada; On-site; EUR 26,000 - 42,000; Full time

Job summary

A Sword, empresa de saúde digital, procura um(a) Patient Success Manager para Caparica, Portugal. Você será o primeiro ponto de contacto para pacientes iniciando fisioterapia digital MSK ou pélvica, guiando-os desde o registo até os primeiros dias no programa, respondendo a dúvidas e prevenindo confusões.

Além de contacto humano, você usará ferramentas smart e CRM para manter pacientes atualizados, cumprir metas de desempenho e apoiar a equipe médica com um atendimento empático e organizado.

Qualifications

• Experiência anterior em atendimento ao cliente ou sucesso do paciente.
• Capacidade de explicação em linguagem simples e empática.
• Familiaridade com CRM (HubSpot/Salesforce).

Responsibilities

• Gerenciar um portfólio de pacientes que se inscreveram.
• Explicar Kaia de forma simples, empática e clara.
• Manter contato com pacientes por telefone, e-mail e mensagens.
• Coordenar com médicos e seguradoras quando necessário.
• Manter o status do paciente atualizado no CRM.

Skills

Comunicação telefónica

Foco em metas

Empatia com pacientes

Organização

Tools

HubSpot

Salesforce

Job description

At Sword, we're building AI to heal billions and unlock humanity's full potential. In doing so, we're pioneering AI Care, a fundamentally new approach to healthcare built for medical reasoning, safety, and real-time treatment, not generic technology applied after the fact.

As both a clinical-centric frontier AI lab and an applied AI platform, Sword is reimagining how care is delivered at scale, removing traditional barriers like appointments, waiting rooms, and stigma so more people can access the care they need—and ultimately get back to lives lived in full.

Since 2020, Sword has expanded across physical therapy, women's health, cardiometabolic, and mental health, and is now moving beyond the session to a fully AI-native, 24/7 care program that brings physical activity, therapeutic exercise, psychotherapy, nutrition, and behavior change into one connected experience. More than 700,000 members across three continents have completed over 10 million AI sessions, helping 1,000+ enterprise clients avoid more than $1 billion in unnecessary healthcare costs.

Backed by 42 clinical studies, 44+ patents, and more than $500 million raised from leading investors including Khosla Ventures, General Catalyst, and Founders Fund, Sword is defining a new standard for healthcare. AIProficiency at Sword

AI fluency is a core expectation at Sword. Every candidate is assessed against our three-level framework — be ready to share real examples of how AI is already part of how you work. Explorer (Level

• — Uses AI daily to boost personal productivity Builder (Level
• — Creates workflows and tools that elevate the whole team Integrator (Level
• — Embeds AI into products and processes at scale Every hire must demonstrate at least Level 1. The expected level will vary depending on the seniority of the role. Role

As Patient Success Manager you are the first personal point of contact for patients who want to start their MSK or pelvic digital physiotherapy with Sword. You guide them through every step from sign-up to their first days in the program, answer your questions and make sure nobody gets lost along the way. You're going to be one of the first members of our Portugal team and will help shape how we support patients - with the right mix of personal contact and smart tools. This is a performance role: a large part of your compensation depends on how many patients you successfully help start their therapy. Your variable pay is almost fully uncapped: the more patients you help start their therapy, the more you earn.

What you'll be doing

Own a portfolio of patients who have signed up for Sword and help them successfully start their therapy Explain in simple, empathetic language how Kaia works and how patients can use it, and address their questions and concerns Stay in contact with patients via phone, email and messaging, and proactively follow up with those who need support Coordinate with doctors' practices and health insurers where needed Keep patient status accurate in our CRM at all times

What you need to have

Native-level Portuguese 2+ years in a phone-based, target-driven role (e.G., sales, customer/patient success, patient coordination) A proven track record of hitting individual targets – and motivation from performance-based pay Empathy and patience with patients who often live with chronic pain and are not digital natives Highly organized; experience working in aCRM (e.G., HubSpot, Salesforce) Openness to working with new tools and technology in your daily work *The range below reflects base, variable, and equity for this role.

This is a starting point, not a ceiling — once someone joins and proves they're outlier talent, we adjust quickly to make sure their compensation matches their impact. Job titles may span more than one career level, so actual pay depends on skills, qualifications, experience, location, and market demand, among other factors. The range reflects base salary plus any variable, bonus, or sales incentives, and our estimate of the value of private company stock options where applicable. It's subject to change, and future stock value isn't guaranteed.

Sword also offers additional benefits beyond total compensation. Total Compensation Range Country-specific benefits may vary and will be detailed separately. Sword Health complies with applicable Federal and State civil rights laws and does not discriminate on the basis of Age, Ancestry, Color, Citizenship, Gender, Gender expression, Gender identity, Gender information, Marital status, Medical condition, National origin, Physical or mental disability, Pregnancy, Race, Religion, Caste, Sexual orientation, and Veteran status. Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file. As set forth in Sword's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law. If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA.

Classification of protected categoriesis as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs;

or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Select... By checking this box, I agree to allow Sword to retain my data for future opportunities for employment for up to 365 days after the conclusion of consideration of my current application for employment. At Sword, we use AI to surface the right information at the right moment. However, AI never replaces human judgment.

Patient Success Manager • Caparica, Portuguese Republic, PT