Patient Support Tier 1 Specialist

Role Overview

PHIL, Inc. is hiring a Patient Support Tier 1 Specialist to handle patient-facing communication across phone, email, and SMS. The role focuses on helping patients with questions about PhilRx, the prescription fulfillment process, individual order status, pricing details, My.Phil account issues, and enrollment support. It also includes outbound outreach to gather any missing information needed to move an order forward.

The specialist will work closely with the patient support leadership team and other PhilRx teams to resolve issues efficiently and keep patients informed. Success in this role requires the ability to quickly review an order’s status, explain it clearly to the patient, and provide accurate guidance within company policy.

The right candidate should be comfortable switching between multiple systems, communicate clearly in both written and verbal formats, accept feedback well, and stay composed when dealing with frustrated patients. A strong sense of patience, resilience, and service orientation is important.

Responsibilities

• Stay logged in to Zendesk and continuously manage the ticket and phone queues assigned by the team lead.
• Use the Zendesk Guide knowledge base to find answers and follow the correct process steps.
• When information is not available in the documentation, seek help through chat channels so patients still receive a prompt response.
• Work toward the required performance goals after the first 90 days, including at least 85% CSAT, under 1% error rate, and 10 tickets or calls per hour.
• Meet the published schedule at least 94% of the time.
• Follow any additional performance measures that management may introduce.

Requirements

• At least 1 year of customer support experience; call center experience is preferred.
• At least 1 year of healthcare experience, ideally in enrollments or insurance.
• Strong accuracy and detail orientation, especially in environments where mistakes are not acceptable.
• Professional phone manner and strong customer service skills.
• Excellent written understanding and written communication ability.
• Ability to search a knowledge base quickly and find the right information.
• Comfort working through complex procedures and several software tools during the day.
• Solid understanding of computers, hardware, and networking basics.
• Ability to adapt quickly when processes or priorities change.
• Willingness to give and receive feedback in a constructive, professional way.

Schedule

Patient Support operates from 6:00 AM to 6:00 PM PST Monday through Friday, and from 6:00 AM to 3:00 PM PST on Saturdays, Sundays, and holidays. The business is open all 365 days of the year. Team members must be available for any shift within these hours, though a regular shift is assigned and will only change with advance notice.

Overtime may be offered and may also be required from time to time. Holiday coverage may be necessary when there are not enough volunteers for a shift.

Benefits

• Opportunity to join a fast-growing health-tech startup at an early stage.
• Fully remote work is available for candidates located in AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, and WV.
• Competitive pay based on experience.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan.