Patient Support Agent — Empathy-Driven US Care

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 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.