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Patient Support Specialist

PHIL· Patient Support
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RemoteFull-timePosted 11mo ago

About the role

Tier 1 specialists handle all phone calls, emails, and SMS messages from patients about PhilRx, including order status, pricing explanations, My.Phil account support, enrollment assistance, and information gathering. They collaborate with Psup leadership and PhilRx teams to resolve issues promptly and must navigate multiple software systems while maintaining strong communication skills.

Responsibilities

  • Be signed into Zendesk, and consistently working in the ticket and phone queues assigned by your team lead.
  • Use resources in the Zendesk Guide knowledgebase to locate answers to patient questions and steps to complete work.
  • When unable to locate documentation, ask for support using chat groups to provide timely responses.
  • Maintain performance metrics after 90 days: obtain 85% or better CSAT, achieve less than 1% error rate, complete 10 tickets/calls per hour, adhere to the published work schedule >94% of the time, and other metrics as assigned by management.

Qualifications

  • Minimum 1 year of customer support experience (call center experience preferred).
  • Minimum 1 year of healthcare experience, preferably in enrollments or insurance
  • Strong attention to detail 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
  • Good understanding of computers, hardware, networks, etc.
  • Adaptable to swift changes
  • Open to giving and receiving feedback graciously and professionally

Skills

Required:Customer supportKnowledge base navigationZendesk

Benefits

  • Ground floor opportunity with a fast-growing health-tech startup
  • Fully remote working environment in multiple states (listed in description)
  • Competitive compensation (commensurate with experience)
  • Full benefits (medical, dental, vision)
  • 401(k)
Last updated Jul 15, 2026. Interested? Apply on the company site.
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About PHIL

Digital Hub and Direct-to-Patient Solutions for Pharma

PHIL's digital platform solves medication access and GTN challenges in pharma for retail and specialty-lite brands by simplifying the script journey for patients and providers.

PharmaPatient ExperienceBrand ExperiencePatientsProvidersHCP ExperienceCommercial successGTN gains
Company profileWebsite

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