Patient Support Specialist - Remote Eligible

Front-Line Operational Support Role

This role provides front-line operational support to patients and healthcare providers, resolving non-clinical issues across systems such as prescriptions, billing, and eligibility. It requires timely, high-quality communication across multiple channels while coordinating with internal and cross-functional teams to research, document, and resolve complex support cases.

Core Tasks:

• Provide technical assistance to patients and providers via email, chat, and phone in a timely manner, contributing to team goals around response times
• Coordinate between patients, providers (doctors), pharmacies, and internal teams to resolve non-clinical issues (e.g., prescription transmission issues, pharmacy availability, eligibility questions)
• Manage support cases that require research, follow-ups, and cross-tool investigation, not just single-touch responses
• Communicate with providers via Slack and document outcomes clearly in Zendesk
• Handle refunds, billing, and payment-related workflows using internal tools and SOPs
• Track and document cases using spreadsheets (Google Sheets / Excel) as part of operational workflows
• Balance speed and quality of care, ensuring users feel supported and informed even when issues take time to resolve
• Reference Knowledge Base & internal resources to find relevant answers
• Communicate via Slack to cross-functional teams (Engineering, Product, Etc) when needed to resolve issues
• Follow processes to escalate inquiries as necessary

Must-Haves:

• 2+ years experience with Zendesk or similar ticketing platform (Zendesk strongly preferred)
• Strong written and verbal English communication skills, including professional phone presence
• Demonstrated ability to learn complex, nuanced workflows quickly and apply judgment when SOPs don't cover every scenario
• Comfort working across multiple tools simultaneously (Zendesk, Slack, spreadsheets, internal admin systems)
• Experience supporting customers in high-trust environments (e.g., healthcare, fintech, insurance, marketplaces, or regulated industries)
• Openness to working one weekend day if a change in schedule is needed

Nice-To-Haves:

• Advanced technical skills and understanding
• Experience supporting telehealth, healthcare, or health-adjacent platforms
• Familiarity with Zendesk, JIRA, or similar ticketing/escalation tools
• Experience using Google Sheets / Excel for tracking, lookups, or operational reporting
• Exposure to payments or billing systems (e.g., refunds, payment processors like Stripe/Braintree)
• Prior experience coordinating with external partners (doctors, vendors, payers, pharmacies)

Soft Skills:

• Demonstrates a high level of empathy, ownership, and care in every user interaction
• Comfortable making judgment calls when issues fall outside documented SOPs
• Proactively follows up on open issues rather than waiting for reminders
• Takes feedback seriously and applies learnings to future cases
• Resourceful, able to utilize available resources to find answers
• Willing to ask questions when something isn't clear or needs further explanation
• Curiosity! Eager to learn & understand our products & processes
• Attention to detail; thoroughly reads/actively listens to understand issues, closely follows processes, double checks work/tests before solving ticket

Perks & Benefits:

• Salary: Up to Php 60,000/ $6 hr depending on experience
• Yearly Performance Evaluation
• Anniversary Bonus: PHP 5,000 (1st year), PHP 10,000 (2nd years and up)
• Referral Bonus: $300 per successful hire
• 7 days Paid Holiday Off
• 6 days Paid Time Off
• Healthcare Plan
• Maternity Leave
• Paternity Leave