Patient Support Specialist

PHIL; United States; Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive compensation

Full benefits (medical, dental, vision)

401(k)

401(k)

Job summary

A fast-growing health-tech startup is seeking a Patient Support Tier 1 Specialist to manage inquiries from patients regarding prescription processes. Responsibilities include answering calls and messages, collaborating to resolve issues, and maintaining high performance metrics. The ideal candidate will have at least one year of customer support and healthcare experience, with strong attention to detail and communication skills. This role offers a fully remote working environment in multiple states and competitive compensation with full benefits.

Qualifications

• Minimum 1 year of customer support experience, preferably in a call center.
• 1 year of healthcare experience, ideally in enrollments or insurance.
• Strong phone presence with exemplary customer service skills.
• Excellent written and verbal communication skills.
• Ability to search knowledgebase and navigate multiple software systems.

Responsibilities

• Handle incoming calls and messages from patients regarding their prescriptions.
• Collaborate with leadership and teams to resolve patients' issues.
• Maintain performance metrics, including CSAT ratings and error rates.

Skills

Customer support experience

Healthcare experience

Attention to detail

Written communication skills

Adaptability

Tech-savvy

Tools

Zendesk

Job description

Patient Support Tier 1 Specialist

Description, and ideal candidate description:

Tier 1 specialists handle all phone calls, emails, and SMS messages from patients answering questions about PhilRx, the PhilRx process, or about their specific prescription order. This includes status updates, pricing explanations, technical support with the My.Phil account, enrollment support, outbound calls/emails to collect additional required information, etc.

Tier 1 specialists work collaboratively with the Psup leadership and PhilRx teams to resolve issues in a timely manner. They are expected to be capable of reviewing and understanding the status of an order quickly to educate the patient in response to their inquiry.

The ideal candidate will be one who can navigate multiple software systems quickly and easily, has excellent written and verbal communication skills, and is adaptable, open to feedback, and would do anything within policy and reason to help get the situation solved for the patient. The ideal candidate must also be resilient, and not take patient anger or frustration personally.

Responsibilities

• Be signed into Zendesk, and consistently working in the ticket and phone queues assigned by your team lead.
• Use your resources in the Zendesk Guide knowledgebase to locate the answers to patient questions, and for process steps to complete work.
• When unable to locate documentation, ask for support using chat groups in order to provide a timely response to the patient.
• Minimum performance metrics required after 90 days of work:
  • Obtain 85% or better CSAT ratings
  • Achieve less than 1% error rate
  • Complete 10 tickets/calls per hour
  • Adhere to the published work schedule >94% of the time
  • Other metrics may be assigned upon management discretion

Requirements

• Minimum 1 year of customer support experience (call center experience is preferred).
• Minimum 1 year of healthcare experience, preferably in enrollments or insurance.
• Strong attention to detail, with experience in an environment with low/no tolerance for errors.
• Strong phone presence with exemplary customer service skills.
• Strong written comprehension and written communication skills.
• Capable of quickly searching knowledgebase to locate answers.
• Familiar with following complex processes, and navigating multiple software systems during their workday.
• Must have a good understanding of computers, hardware, networks, etc.
• Adaptable to swift changes.
• Open to giving and receiving feedback graciously and professionally.

Schedule

• Patient Support Business Hours are 6a-6p PST Monday-Friday, and 6a-3p PST on Saturdays, Sundays and holidays. We are open 365 days per year. Employees must be available for any shift within business hours, but employees are provided a regular shift that would only change with notice.
• Overtime may be available, and will occasionally be required.
• Holiday work may be required if there aren’t enough volunteers to cover the shift.

Benefits

• Ground floor opportunity with one of the fastest-growing startups in health-tech.
• Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV.
• Competitive compensation (commensurate with experience).
• Full benefits (medical, dental, vision).
• 401(k).