Philippines-Based Remote Patient Support Lead

Di Rezze Family Office; United States; Remote; USD 80,000 - 120,000; Full time

Job summary

SPHERE HEALTH is launching a Philippines-based patient support function to deliver warm, precise, and compliant help across email, SMS, and in‑app channels.

As Customer Support Lead you will hire and coach the team, build the knowledge base and macros, run QA, and manage staffing to cover US Eastern Time.

You will distinguish clinical from service questions, route clinical matters to OB‑GYNs, and ensure HIPAA-compliant handling of patient information.

Qualifications

• 5+ years in customer support with 2+ years leading a team.
• Healthcare experience in telehealth/digital health.
• Experience with DTC subscriptions and customer retention.
• Knowledge of HIPAA and handling of protected health information.
• Excellent written and spoken English, warm and professional tone.
• Familiarity with modern helpdesk platforms and QA frameworks.
• Ability to work US Eastern Time hours, including launches.

Responsibilities

• Build, lead, and coach the in-house patient support team covering email, SMS, and in-app channels.
• Own the support knowledge base, macros, and tone-of-voice standards; keep them current as the product evolves.
• Design and run the QA program: scorecards, ticket reviews, coaching loops, and CSAT tracking.
• Manage staffing, scheduling, and coverage across US Eastern Time hours, including launch surge planning.
• Own escalation routing: distinguish service questions from clinical questions, and route all clinical matters to the treating board-certified OB‑GYNs without exception.
• Enforce HIPAA-compliant handling of patient information in every interaction and channel.
• Report weekly on support KPIs: first response time, resolution time, CSAT, contact rate, and escalation volume.
• Feed patterns from patient conversations back to product, operations, and marketing so recurring issues get fixed at the source.

Skills

Customer support leadership

Healthcare experience

DTC / subscription support

HIPAA knowledge

English communication

Helpdesk platforms

US Eastern Time availability

Tools

Helpdesk software

CSAT/QA tools

Job description

SPHERE HEALTH is launching a Philippines-based patient support function to deliver warm, precise, and compliant help across email, SMS, and in‑app channels.

As Customer Support Lead you will hire and coach the team, build the knowledge base and macros, run QA, and manage staffing to cover US Eastern Time.

You will distinguish clinical from service questions, route clinical matters to OB‑GYNs, and ensure HIPAA-compliant handling of patient information.