Link to Apply
heva.co/hiring/apply
Location
Santo Domingo, Dominican Republic
Company Description
heva is an AI practice management platform for doctors serving medical tourists. Founded by product and technical leaders from Apple, Google, Stryker, and Harvard, heva is scaling quickly and eager to grow its team.
We are backed by top tier investors, including Flybridge Capital, Benchstrength, Collide Capital, Spice Capital, Bharat Biotech, and The MBA Fund.
Join us to reshape the future of global healthcare.
Role Description
The Customer QA Specialist is an entry-level role within the Product & Customer Success organization. This individual serves as the first line of response and quality assurance for patient-facing interactions, ensuring that every conversation, inquiry, and support request is acknowledged promptly, documented accurately, and routed to the right team. Acting as the connective tissue between patients and the broader Customer Success team, this role is critical to maintaining service continuity, reducing response gaps, and upholding the quality standards expected in a healthcare environment.
Responsibilities
- Own the follow-up of open patient conversations that didn't close, with the goal of finalizing conversion — re-engaging patients, addressing pending questions, and keeping the pipeline moving.
- Monitor provider-facing WhatsApp groups (doctors and their teams) as a support presence, sending first acknowledgments and triaging requests to the right CS rep when the team is occupied.
- Create and manage support tickets for every open interaction — patient or provider — tracking status and sending updates until full resolution.
- Triage all incoming requests by urgency and type, routing each to the correct stakeholder (CS, clinical, billing, tech) with clear context.
- Maintain accurate records of all conversations, tickets, and escalations to ensure nothing falls through the cracks.
- Assist in building and maintaining response templates and communication scripts to support team consistency.
Qualifications
- High school diploma required; associate's or bachelor's degree in Business Administration, Communications, Health Sciences, or a related field preferred.
- 0–2 years of experience in customer service, patient services, administrative support, or a similar role.
- Experience in a healthcare, medtech, or patient-facing environment is a strong plus.
Monthly Salary (USD):
$500 - $700
