International Patient Advisor - Kenya

Overview

About My 1Health My 1Health is a global medical tourism platform that helps patients access the right treatment at the right hospital, wherever in the world that may be. We work with more than 350 hospital partners across 20 countries, serve patients from 151 countries, and have assisted over 51,000 patients to date in making some of the most consequential medical decisions of their lives. We are growing rapidly. Our Volume Pod serves patients from across the globe, and Kenya is our on-site hub for this function. Pipeline partnerships are expanding across multiple continents, and this role is our dedicated Nairobi-based hire — a foundation position for serving a high-volume, international patient pipeline. Role Purpose The International Patient Advisor is the trusted human bridge between a qualified patient inquiry and a committed treatment booking. The Advisor listens first, understands deeply, matches the patient to the right hospital from M1H’s global partner network, and closes confidently while respecting the gravity of the patient’s decision. Patient empathy and sales discipline are not in tension in this role — they are the same skill. The patients who book with us are the patients who felt heard and helped. The Advisor’s mandate is to deliver both: more patients receiving care, with every patient feeling that My 1Health treated them well in the process. Key Responsibilities Patient engagement and consultative selling • Take qualified inquiries from Maya, our AI intake handler, and run the first substantive patient conversation — typically by phone — within minutes of handoff. • Listen deeply to each patient’s medical situation, treatment goals, financial constraints, and family context. Ask the right questions to understand what they actually need, not just what they first ask for. • Match each patient to the right hospital from M1H’s network of 350+ partners across 20 countries — by clinical fit, cost, location, language, and patient preference. • Run consultative close conversations — present options clearly, address objections honestly, and bring the patient to a confident decision without pressure tactics. • Maintain patient trust throughout the journey, even when answers are difficult (clinical complexity, cost realities, hospital constraints). Calls-first sales execution • Meet documented minimum call counts by case value tier — phone conversations are the primary channel for closing cases that matter. • Use WhatsApp, email, and other channels in a supporting role — for scheduling, document exchange, and quick follow-ups, not as a substitute for substantive conversations. • Be comfortable being recorded — calls are recorded for coaching and quality purposes, with patient consent. • Document every interaction in the CRM accurately and promptly so the case is always current. Personal pipeline and KPI ownership • Own a personal book of patient cases across the pipeline stages — qualified inquiry, treatment plan, booking, completion. • Hit personal conversion targets and cycle time targets agreed with the manager. • Chase every live case — no qualified inquiry goes cold, no stage drift goes unaddressed. • Report pipeline status accurately in weekly reviews. Hospital partner and cross-functional partnership • Work closely with M1H Healthcare Coordinators to move treatment plans, bookings, and documentation through the hospital workflow. • Escalate complex or high-value cases needing senior involvement to the Patient Acquisition Manager. • Provide structured feedback to the Maya AI product team on intake quality, qualification accuracy, and handoff package design — what helped you close, what got in the way. Continuous improvement and learning • Participate in weekly 1:1 sales coaching with the Patient Acquisition Manager, built around your call recordings and pipeline review. • Attend monthly team learning sessions on objection handling, hospital information, and close techniques. • Take ownership of your own development — set goals, ask for feedback, work the gaps. Cultural and linguistic bridge • Conduct patient conversations in English, Swahili, and where applicable other languages — at the level of fluency the patient is most comfortable with. • Bring genuine cultural awareness across diverse patient backgrounds — multigenerational decision-making, cost sensitivities, religious considerations, and family role in care decisions vary meaningfully across our patient population and you navigate this with ease. • Represent My 1Health professionally to patients and partners from any market, adapting your communication style to the person in front of you. Who We Are Looking For Essential • Two or more years of professional experience in consultative sales, customer success, account management, or another role with a clear track record of hitting personal targets while building trust with customers or clients. • Demonstrated balance of sales drive and empathy — you can name a time when you closed a meaningful deal and the customer thanked you for it afterward. • English and Swahili at full professional fluency — comfortable in patient conversations in both languages and in written communications with a global English-speaking team. • Excellent listener and communicator on the phone — you are at your best when you are in conversation, not when you are typing. • Comfortable being recorded, observed, and coached — you treat feedback as a tool, not a threat. • Genuine interest in helping people through difficult decisions, and patience for the emotional weight that comes with healthcare. • Comfortable with KPI rigour and weekly coaching cycles — you want to be measured and you want to improve. • Computer literate — CRM systems, video calls, messaging tools, basic document handling. • Based in Nairobi, Kenya, with the ability to attend on-site and travel periodically to our partner offices as required. Preferred • Healthcare-adjacent experience — hospital administration, pharmaceutical sales, medical insurance, medical tourism, or clinical patient-facing roles. • Additional language capability beyond English and Swahili — any language spoken by a significant patient population (e.g. Arabic, French, Hindi, Urdu) is an advantage. • Experience working with international clients or international teams — comfort in cross-cultural communication. • Inside sales, outbound sales, or telesales experience in a B2C consultative context. • Experience selling high-value, low-frequency products or services — private healthcare, education abroad, premium financial services, real estate. • Familiarity with CRM platforms (HubSpot, Salesforce, or equivalent) and call-recording tools. Applications and inquiries: brian@my1health.com Applications are reviewed on a rolling basis. The role is open until filled.