Patient Support Specialist

The role

Tier 1 specialists handle phone calls, emails, and SMS messages from patients. They answer questions about PhilRx, the PhilRx process, or specific prescription orders.

What you will do

• Work in Zendesk ticket and phone queues assigned by team lead.
• Use Zendesk Guide knowledgebase to locate answers and process steps.
• Ask for support using chat groups when documentation is unavailable.
• 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.

Required qualifications

• Minimum 1 year of customer support experience
• Minimum 1 year of healthcare experience
• 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

Nice to have

• Call center experience
• Healthcare experience in enrollments or insurance

Benefits

• Ground floor opportunity with one of the fastest-growing startups in health-tech
• Fully remote working environment available in specific states
• Competitive compensation (commensurate with experience)
• Full benefits (medical, dental, vision)
• 401(k)

About the company

Phil is one of the fastest-growing startups in health-tech.