Patient Support Agent

Remote Employee BPO Phil Inc; San Fernando; On-site; PHP 223,000 - 391,000; Full time

Benefits offered by this job

HMO with 2 dependents

Rice allowance 1,500 PHP

Night differential (if applicable)

Job summary

Remote Employee BPO Phil Inc is seeking a Patient Support Agent to assist U.S. patients via phone, email, and chat with accounts, orders, and billing inquiries in a fast-paced, patient-centric environment.

You will coordinate with Clinical, Pharmacy, Operations, and Customer Experience teams, document interactions in the CRM, and ensure HIPAA/privacy standards while delivering empathetic support.

Qualifications

• 2+ years in customer service, patient support, or similar roles.
• Healthcare, telehealth, pharmacy, insurance, or regulated industries experience is preferred.
• Fluent spoken and written English for U.S. customer interactions.
• Strong empathy, judgment, ownership, and de-escalation skills.
• Detail-oriented with thorough case documentation.
• Ability to multi-task across phone, email, and chat.

Responsibilities

• Support U.S. patients via phone, email, and chat with accounts, orders, prescription status, billing, or fulfillment issues.
• Deliver empathetic, patient-centered service and de-escalate difficult conversations.
• Coordinate with Clinical, Pharmacy, Operations, and Customer Experience to drive timely resolutions.
• Develop knowledge of client products, services, workflows, and patient journey.
• Escalate clinical questions to licensed resources and document interactions in CRM.
• Identify recurring issues and surface feedback to leadership.
• Follow HIPAA and privacy procedures when handling sensitive information.
• Meet service, quality, productivity, attendance, and documentation standards.

Skills

Customer service

English proficiency

Empathy

De-escalation

Attention to detail

Multi-channel support

CRM experience

Tools

Zendesk

Salesforce

CRM systems

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.