Patient Support Agent

Remote Employee PH; Paombong; On-site; PHP 260,000 - 420,000; Full time

Benefits offered by this job

HMO + 2 dependents

Rice allowance 1,500 PHP

Night differential (If applicable)

Job summary

Remote Employee BPO in the Philippines is seeking a Patient Support Agent to assist U.S. patients via phone, email, and chat, handling accounts, orders, prescription status, platform navigation, and billing inquiries.

You will deliver empathetic, patient-centered service, de-escalate when needed, and document interactions in our CRM while following HIPAA and privacy protocols. This on-site role requires accuracy and teamwork.

Qualifications

• 2+ years in customer service or patient support.
• Experience in healthcare or regulated industries preferred.
• Excellent written and spoken English for U.S. customers.
• Able to document interactions accurately in CRM.

Responsibilities

• Assist U.S. patients via phone, email, and chat with accounts, orders, and billing questions.
• Provide empathetic, patient-centered service and de-escalate tense conversations.
• Coordinate with Clinical, Pharmacy, Operations, and CX teams for timely resolution.
• Build knowledge of client products, services, and patient journey.
• Explain next steps and product information; escalate medical questions to licensed clinicians.
• Document contacts and resolutions in CRM systems.
• Identify recurring issues and surface feedback to leadership.
• Follow HIPAA, privacy, security protocols when handling sensitive information.
• Meet service, quality, productivity, attendance, and documentation standards.

Skills

Empathy

Clear communication

English proficiency

Attention to detail

Multichannel support

CRM experience

Education

Bachelor's degree or healthcare training

Tools

Zendesk

Salesforce

Job description

Remote Employee BPO has an outstanding opportunity for you!

Role: Patient Support Agent

Compensation: Competitive Basic Salary

Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable).

Work Schedule: 5-day work week (Rotating Shifts)

Work Setup: Work from Office

Responsibilities:

• Support U.S. patients through phone, email, and chat with questions involving accounts, orders, prescription status, platform navigation, billing or fulfillment-related issues, and other non-clinical support needs.
• Deliver empathetic, patient-centered service and de-escalate difficult or sensitive conversations calmly and professionally.
• Investigate issues and coordinate with the appropriate teams, including Clinical, Pharmacy, Operations, and Customer Experience, to drive timely resolution.
• Develop strong working knowledge of client's products, services, workflows, policies, and patient journey.
• Help patients understand administrative next steps and approved product/service information. Clinical questions, treatment decisions, medication guidance, side effects, dosing, contraindications, and other medical advice must be escalated to the appropriate licensed clinical resource.
• Document patient contacts, actions, and resolutions accurately in our CRM/support systems.
• Identify recurring patient issues, friction points, and feedback trends and surface them to leadership.
• Follow HIPAA, privacy, security, and company procedures when handling protected or sensitive patient information.
• Meet agreed service, quality, productivity, attendance, and documentation standards.

Qualifications:

• 2+ years of customer service, patient support, contact center, or high-touch customer experience
• Experience; healthcare, telehealth, pharmacy, insurance, wellness, or other regulated-industry experience is strongly preferred.
• Excellent spoken and written English with the ability to communicate naturally and confidently with U.S. customers.
• Strong empathy, judgment, ownership, and de-escalation skills.
• High attention to detail and disciplined case documentation.
• Comfort working across phone, email, and chat in a fast-paced environment.
• Experience with CRM/ticketing platforms such as Zendesk, Salesforce, or similar systems.
• Ability to learn new products, processes, and technology quickly and follow defined escalation paths.
• Reliable remote-work setup and ability to work the schedule assigned for U.S. coverage.

Preferred Qualifications:

• Previous healthcare, telemedicine, pharmacy, patient access, or medical customer support experience.
• Working knowledge of HIPAA/privacy expectations and handling sensitive customer information.
• Familiarity with medical terminology or prescription/fulfillment workflows.
• Experience supporting subscription, e-commerce, or direct-to-consumer customers.
• Bachelor's degree or relevant healthcare/customer experience training is a plus, but not required.