[Hiring] Patient Support Tier 1 Specialist @Phil
Mar 28, 2025 - Phil is hiring a remote Patient Support Tier 1 Specialist. 💸 Salary: unspecified. 📍Location: USA.
Role 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
Tier 1 specialists work collaboratively with the Psup leadership and PHILRx teams to resolve issues in a timely manner. They are expected to:
- Review and understand the status of an order quickly
- Educate the patient in response to their inquiry
The ideal candidate will be one who can:
- Navigate software systems quickly and easily
- Exhibit excellent written and verbal communication skills
- Be adaptable and open to feedback
- Act within policy and reason to help resolve patient issues
- Be resilient and not take patient anger or frustration personally
Qualifications
- Minimum 1 year of customer support experience (call center experience is preferred)
- Strong phone presence with exemplary customer service skills
- Strong written communication skills, with attention to detail
- 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
Requirements
- Be signed into Zendesk, and working in the ticket and phone queues assigned by your team lead
- Specialists are trained to use their 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, Specialists will post in team chat groups when they require support from leadership or others in order to provide a patient with a response
- Minimum performance metrics required after 90 days of work:
- Obtain 85% or better CSAT ratings
- Achieve less than 5% error rate
- Complete 9 tickets/calls per hour
- Adhere to the published work schedule 90% of the time
- Other metrics may be assigned upon management discretion
Schedule
Patient Support Business Hours are 6a-6p PST, and 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 will not change without ample notice. Overtime may be available, and will occasionally be required.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
