US Patient Support Specialist - Multichannel (Phone/Chat)

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 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.