Client Support & Onboarding Specialist

Location: Remote (Sourced from The Philippines or South Africa)

Employment Type: Full-Time

Schedule: Monday – Friday, 8:00 AM – 4:00 PM PST (or 7:30 AM – 3:30 PM PST flexible)

Target Compensation: $1,300 – $2,500 USD / month (commensurate with location & experience)

Philippines: $1,300 – $2,000 USD / month
South Africa: $1,700 – $2,500 USD / month

About the Company

We are a growing telehealth company that helps dietitians navigate the complexities of accepting health insurance. We eliminate administrative friction by handling insurance credentialing, contracting, billing administration, and reimbursement—allowing providers to spend less time managing back-office work and more time serving their clients.

Unlike large, impersonal telehealth platforms, Covered differentiates itself through a highly responsive, personalized, high-touch service model. As our provider pipeline scales from 20 to 50+ providers, we are expanding our client operations infrastructure to ensure every provider receives same-day, expert support.

Role Overview

We are seeking an organized, proactive, and customer-centric Client Support & Onboarding Specialist to take end-to-end ownership of provider onboarding, routine administrative operations, and day-to-day client inquiries.

In this role, you will serve as the primary point of contact for dietitians throughout their lifecycle with Covered. You will manage document workflows via DocuSign, track credentialing progress, answer recurring business and logistics questions, and bridge communication with our dedicated medical billing team.

Note: This is not a traditional medical billing role. You do not need deep medical coding experience, but you must be mathematically adept, curious, and quick to learn the logic behind our business model and reimbursement flows to resolve client questions independently.

Key Responsibilities

1. Provider Onboarding & Credentialing Logistics

End-to-End Workflow Ownership: Guide new dietitians seamlessly from initial interest through full onboarding and portal setup.
Agreement & Form Management: Prepare, send, and track Business Associate (BA) agreements and onboarding forms via DocuSign.
Data Verification & Handoff: Collect required provider information, verify completeness, and route accurate datasets to our credentialing partners.
Proactive Follow-ups: Identify documentation blockers and follow up persistently with providers to keep onboarding moving forward.
System Provisioning: Set up provider profiles, customize client-facing booking/billing links, and walk providers through initial portal setup.

2. Client Support & Relationship Management

Primary Point of Contact: Serve as the responsive face of Covered, maintaining same-day response times across email and Slack.
Logistics & Status Updates: Field recurring questions regarding credentialing timelines, platform features, insurance contract additions, and account setup.
High-Touch Experience: Deliver clear, warm, and professional communication so providers feel individual guidance rather than automated responses.

3. Billing & Reimbursement Coordination

Business Logic Application: Master Covered’s business model, margins, and common billing rules (e.g., handling patient copays or benefit verification outcomes).
Payout Verification & Administrative Disbursement: Perform preliminary checks on insurance payouts via our proprietary portal to ensure accurate, timely provider disbursements.
Billing Escalation & Liaison: Collaborate directly with our specialized Filipino medical billing team on complex claim issues, routing inquiries with clear context.

4. Knowledge Management & Process Improvement

Documentation & SOPs: Identify recurring provider questions and build out standardized response templates, FAQs, and internal SOPs.
AI Tooling Integration: Leverage AI tools (e.g., Claude) to organize institutional knowledge, centralize procedures, and optimize support turnaround times.
Scalable Infrastructure: Partner with company leadership to refine workflows as client volume grows 2x–3x.

Required Qualifications

Experience: 2–5 years in client support, onboarding, customer success, administrative operations, or healthcare operations.
Communication: Exceptional written and verbal English communication skills with a clear, professional, and welcoming tone.
Operational Ownership: High attention to detail with proven ability to track multi-step processes, open tasks, and follow-ups without items falling through the cracks.
Problem-Solving & Judgment: Strong business acumen; ability to learn underlying business rules/math and make routine decisions independently without constant escalation.
Adaptability: Comfort working in a fast-paced, evolving setup where processes are continuously refined.

Preferred Qualifications

Experience in telehealth, health tech, professional services, or insurance/credentialing environments.
Hands-on experience with DocuSign, Gmail, Slack, and custom web portals/CRMs.
Prior experience collaborating with offshore billing or finance teams.
Familiarity using Claude or similar AI tools for documentation, knowledge bases, or workflow automation.

Software & Tools Used

Communication & Admin: Gmail, Slack
Document Management: DocuSign, Online Forms
AI & Knowledge Base: Claude (Anthropic)
Core Systems: Covered Proprietary Billing & Reimbursement Portal

Client Support & Onboarding Specialist - 65050076173