Patient Support Specialist

Responsibilities

• Handle phone calls, emails, and SMS messages from patients regarding PhilRx processes and prescription orders
• Provide status updates, pricing explanations, and technical support for My.Phil accounts
• Manage ticket and phone queues within Zendesk
• Utilize Zendesk Guide knowledgebase to resolve patient inquiries
• Collaborate with leadership and PhilRx teams to resolve issues timely
• Maintain performance metrics including 85% CSAT, <1% error rate, and 10 tickets/calls per hour

Requirements

• Minimum 1 year of customer support experience (call center preferred)
• Minimum 1 year of healthcare experience, preferably in enrollments or insurance
• Strong attention to detail in low-error tolerance environments
• Excellent phone presence and customer service skills
• Strong written and verbal communication skills
• Ability to navigate multiple software systems and search knowledgebases quickly
• Proficiency with computers, hardware, and networks
• Adaptability to swift changes and openness to feedback

Benefits

• Fully remote working environment (available in specific US states)
• Medical, dental, and vision insurance
• 401(k)
• Opportunity to join a fast-growing health-tech startup