Healthcare Support Ambassador — Tier 1 Customer Care

Lean Solutions Group; Philippines; On-site; PHP 180,000 - 360,000; Full time

Job summary

Lean Solutions Group in the Philippines is seeking a Customer/Technical Support and Back Office Specialist (Tier 1) to be the frontline for inquiries, provide first‑level technical support, and handle essential back‑office tasks to keep operations running smoothly.

You will respond to customers via phone, email, or chat, escalate complex issues, document interactions in CRM tools, and assist with scheduling, billing, and records management.

Qualifications

• At least 1 year of experience in a customer support or technical support role.
• Strong and professional verbal and written communication skills in English.
• Experience with CRM platforms (Zendesk or similar systems preferred).
• Healthcare industry experience is a plus.
• Familiarity with Athena or Electronic Medical Records (EMR) systems is a plus.

Responsibilities

• Respond promptly to customer inquiries and concerns through phone, email, or chat while maintaining high-quality service standards.
• Provide Tier 1 technical support, including troubleshooting app functionality, account access, and basic software issues.
• Escalate complex issues to higher-tier support or internal teams when necessary.
• Maintain accurate documentation of customer interactions, technical issues, and resolutions using CRM tools such as Zendesk or similar platforms.
• Manage back-office tasks, including processing and verifying patient documents, scheduling appointments, and handling billing-related requests.
• Collaborate with cross-functional teams to resolve system bugs and improve support processes.
• Prepare and analyze support reports, identifying trends, and opportunities for service improvement.
• Ensure compliance with data privacy and healthcare regulations in all customers and back-office operations.

Skills

Customer support experience

Technical support

Verbal communication

Written communication

Multitasking

Team collaboration

Independent work

Tools

Zendesk

Athena EMR

EMR systems

Job description

Lean Solutions Group in the Philippines is seeking a Customer/Technical Support and Back Office Specialist (Tier 1) to be the frontline for inquiries, provide first‑level technical support, and handle essential back‑office tasks to keep operations running smoothly.

You will respond to customers via phone, email, or chat, escalate complex issues, document interactions in CRM tools, and assist with scheduling, billing, and records management.