Patient Support Agent

Remote Employee BPO has an outstanding opportunity for you!

Role: Patient Support Agent

Compensation: Competitive Basic Salary

Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable).

Work Schedule: 5-day work week (Rotating Shifts)

Work Setup: Work from Office

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Responsibilities:

• Support U.S. patients through phone, email, and chat with questions involving accounts, orders, prescription status, platform navigation, billing or fulfillment-related issues, and other non-clinical support needs.
• Deliver empathetic, patient-centered service and de-escalate difficult or sensitive conversations calmly and professionally.
• Investigate issues and coordinate with the appropriate teams, including Clinical, Pharmacy, Operations, and Customer Experience, to drive timely resolution.
• Develop strong working knowledge of client's products, services, workflows, policies, and patient journey.
• Help patients understand administrative next steps and approved product/service information. Clinical questions, treatment decisions, medication guidance, side effects, dosing, contraindications, and other medical advice must be escalated to the appropriate licensed clinical resource.
• Document patient contacts, actions, and resolutions accurately in our CRM/support systems.
• Identify recurring patient issues, friction points, and feedback trends and surface them to leadership.
• Follow HIPAA, privacy, security, and company procedures when handling protected or sensitive patient information.
• Meet agreed service, quality, productivity, attendance, and documentation standards.

Qualifications:

• 2+ years of customer service, patient support, contact center, or high-touch customer experience.
• Experience; healthcare, telehealth, pharmacy, insurance, wellness, or other regulated-industry experience is strongly preferred.
• Excellent spoken and written English with the ability to communicate naturally and confidently with U.S. customers.
• Strong empathy, judgment, ownership, and de-escalation skills.
• High attention to detail and disciplined case documentation.
• Comfort working across phone, email, and chat in a fast-paced environment.
• Experience with CRM/ticketing platforms such as Zendesk, Salesforce, or similar systems.
• Ability to learn new products, processes, and technology quickly and follow defined escalation paths.
• Reliable remote-work setup and ability to work the schedule assigned for U.S. coverage.

Preferred Qualifications:

• Previous healthcare, telemedicine, pharmacy, patient access, or medical customer support experience.
• Working knowledge of HIPAA/privacy expectations and handling sensitive customer information.
• Familiarity with medical terminology or prescription/fulfillment workflows.
• Experience supporting subscription, e-commerce, or direct-to-consumer customers.
• Bachelor's degree or relevant healthcare/customer experience training is a plus, but not required.