Patient Support Tier 1 Specialist

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: (Salary not provided)

A Tier 1 specialist handles all patient inquiries via phone, email, and SMS messages regarding PHILRx, the PHILRx process, and prescription orders. Responsibilities include providing status updates, explaining pricing, offering technical support for My.Phil accounts, assisting with enrollment, and conducting outbound calls/emails to gather necessary information. Collaborates with Psup leadership and the PHILRx team to resolve issues promptly. Requires the ability to quickly understand order status and educate patients effectively. The ideal candidate is adaptable, open to feedback, resilient, and committed to patient satisfaction.

Requirements

• Customer Support Experience: Minimum 1 year of customer support experience; call center experience is preferred.
• Communication Skills:
  • Strong phone presence and exemplary customer service skills.
  • Strong written communication skills with attention to detail.
• Technical Proficiency:
  • Knowledgebase proficiency: Ability to quickly search and locate answers within the Zendesk Guide knowledgebase.
  • Process navigation: Capable of following complex processes and utilizing multiple software systems.
  • Good understanding of computers, hardware, networks, etc.
• Adaptability: Willingness to embrace swift changes.

Responsibilities

• Zendesk Management: Be signed into Zendesk and work within assigned ticket and phone queues.
• Resource Utilization: Utilize Zendesk Guide knowledgebase to find answers and complete processes.
• Team Collaboration: Post for support in team chat groups when needing assistance from leadership or colleagues.
• Performance Metrics:
  • Achieve 85% or better CSAT ratings.
  • Maintain a less than 5% error rate.
  • Complete 9 tickets/calls per hour.
  • Adhere to the published work schedule 90% of the time.
• Schedule Adherence: Available for any shift within 6 a.m. - 6 p.m. PST, 365 days per year.

Schedule

• Business Hours: 6 a.m. - 6 p.m. PST
• Availability: 365 days per year
• Shift Flexibility: Must be available for any shift within business hours.
• Overtime: May be available and occasionally required.