Patient Support 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.