TL;DR
Patient Support Specialist (Medtech): Providing high-quality care and resolving patient issues for an Australian telehealth program with an accent on patient-centric problem solving and cross-functional collaboration. Focus on delivering excellent service, identifying process improvements, and managing complex interactions via email, chat, and phone.
Location: Must be based in or able to commute to Makati, Philippines
Company
A fast-growing health-tech company building end-to-end weight-management programs that combine medication, nutrition, and clinician-led care.
What you will do
- Take ownership of patient inquiries via email, chat, and voice to ensure swift and effective resolution.
- Collaborate with doctors, pharmacies, and delivery partners to facilitate seamless patient outcomes.
- Maintain high service standards by consistently meeting metrics like CSAT, ticket volume, and handling time.
- Identify and implement process improvements or automation to enhance overall support operations.
- Monitor and escalate recurring patient issues or patterns to team leaders to drive system-wide service improvements.
Requirements
- 2+ years of experience in healthcare support, telehealth, or high-volume customer service roles.
- Strong English written and verbal communication skills with the ability to adapt tone of voice.
- Proficiency in computer systems including Mac and Google Suite.
- Strong problem-solving mindset and high attention to detail.
- Interest in healthcare and wellness with a proactive approach to patient care.
Culture & Benefits
- Competitive remuneration package with government-mandated benefits and 13th-month pay.
- Comprehensive health insurance covering the employee and up to two dependents.
- Generous leave offerings including sick, vacation, parental, and personal health days.
- Professional development budget and mentorship opportunities to support career growth.
- Equity options to share in the company's long-term success.