This is a rare opportunity to define a new hybrid competency within the Patient Experience team. We are looking for a bridge-builder: someone who combines the empathy and speed of a Customer Experience/Service agent with the proactive drive of a Sales Consultant.

You will not just be answering tickets - you will be an expert guide. Your goal is to become an expert first point of contact on our treatments, using that knowledge to placate concerns and proactively inform and convince patients on the merits of their health journey, using an evidence-based approach. You will take ownership of the "hesitant patient" and turn inquiries into confident, long-term treatment users.

You’re someone who can follow detailed clinical instructions with precision, but also has the commercial awareness to spot an opportunity to improve a patient’s outcome (and our patient base) through education and engagement.

You thrive in a fast-moving environment, enjoy solving problems, and know how to inspire and develop within a team working to deliver outstanding service.

Working patterns

• Remote-based role

• Rotating shift pattern to support customers throughout the day (including weekends)

  • Our Treatment Advisor team will work on a rotating shift pattern to support our customers throughout the day, including weekends. Shifts can start as early as 9:00 am SAST and may finish as late as 11:00 pm SAST

• Requires consistent access to the internet and power for uninterrupted work

What you’ll be doing

• Consultative Support: You will be a Subject Matter Expert (SME) on our treatments, moving beyond standard answers to provide administrative and educational guidance to reassure patients.

• Proactive Engagement: You will identify patients who are "on the fence" or at risk of dropping off, and proactively reach out to sell them on the value of continuing their treatment journey.

• Execution & Adherence: You are disciplined and reliable, ensuring every interaction aligns perfectly with our clinical and operational standards, while finding creative ways to deliver that information engagingly.

• Unblocking & Converting: You will specialise in removing barriers to treatment for patients—whether they are logistical (shipping) or psychological (doubt about the product)—to drive higher conversion and adherence rates.

• Feedback Loop: You will act as the "ears" of the company, identifying why patients might be hesitating and reporting these trends to the team to help refine how we approach our patients.

What we need from you

• You are capable of learning complex medical and product-related information quickly and can explain it simply and flexibly to someone who is confused or sceptical.

• You are exceptional at following instructions and workflows. You don’t "wing it" when it comes to medical information; you master the process.

• You constantly look for and thrive off of feedback - you look for ways to improve and grow in your role, while also proactively flagging mistakes and issues to improve. 

• You are comfortable working in a fast-paced environment where you may need to handle rejection or frustrated patients with a cool head.

• Experience: Previous experience in a role requiring high-touch customer communication or consultative sales. 
  

What we want from you

• Think big: You don't just solve the ticket; you solve the customer’s hesitation. You understand how your specific conversation impacts the company's wider revenue and retention goals.

• Move fast: You are proactive, not reactive. You don't wait for a patient to ask the right question - you guide them to the right answer quickly and efficiently.

• Make it better: You have a growth mindset. You crave feedback on your patient approach and are constantly refining your pitch to serve our patients better.

What we offer

• Salary of up to R25,000 p.m., depending on fit and experience

• Fully remote role

• The chance to pioneer a new function within the business

• Meaningful growth opportunities as the company scales

• Join in the early stages of one of the most promising scale-ups in the healthcare space