Patient Support Specialist

This isn't your ordinary customer support role. You will take real ownership of patient issues and deliver high-quality care across every channel. As a Patient Support Specialist, you're the frontline of the patient experience.

Responsibilities

Support patients across every channel (email, live chat, and inbound/outbound calls), delivering timely, accurate, empathetic help within SLA; Own the problem, not just the interaction, taking issues from first contact through to resolution, no handoff without a handover; Move fast on live channels, helping patients get answers in minutes, not hours; Coordinate across teams, working with doctors, pharmacies, and delivery partners in Manila, Sydney, and remote to get patients the right outcome; Escalate smartly, resolving what's in scope and escalating what isn't, always with full context and a recommendation; Hit the standard, consistently meeting CSAT, tickets-solved, and handling-time targets without trading quality for speed; Spot patterns and surface recurring issues and ideas that make the whole operation better

Requirements

2+ years in customer service, telehealth/healthcare support, tech support, or a similar problem-solving role, comfortable across email, chat, and calls; Excellent written and verbal English; Strong problem-solving skills and genuine ownership; Strong attention to detail; Technological proficiency and quickness to adapt to customer support tools; Genuine care for patients and their health journey

Nice to have

Mac and Google Suite experience a plus; Immediate availability

Benefits

Grow with us globally - mentorship from leaders across Australia, the UK, Germany, and Japan; collaborate with teams in the Philippines and South Africa; explore new markets or travel internationally; Shape your career - learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture; Work where well-being matters - wellness talks, exercise classes, Whoop to track wellbeing, free barista coffees, funded social clubs, and quarterly rooftop parties; Innovate with purpose - use state-of-the-art tools and contribute to bold, impactful solutions in healthcare; Support at every stage - parental and miscarriage leave, health, professional development, and personal days, Whoop membership, and Employee Assistance Program