Patient Support Agent

Remote Employee BPO has an outstanding opportunity for you!  Role: Patient Support Agent Compensation: Competitive Basic Salary Benefits: HMO plus 2 Free Dependents, P1,500 Rice Allowance, Night Differential (If applicable). Work Schedule: 5-day work week ( Rotating Shifts ) Work Setup: Work from Office  Responsibilities: Support U.S. patients through phone, email, and chat with questions involving accounts, orders, prescription status, platform navigation, billing or fulfillment-related issues, and other non-clinical support needs. Deliver empathetic, patient-centered service and de-escalate difficult or sensitive conversations calmly and professionally. Investigate issues and coordinate with the appropriate teams, including Clinical, Pharmacy, Operations, and Customer Experience, to drive timely resolution. Develop strong working knowledge of client's products, services, workflows, policies, and patient journey. Help patients understand administrative next steps and approved product/service information. Clinical questions, treatment decisions, medication guidance, side effects, dosing, contraindications, and other medical advice must be escalated to the appropriate licensed clinical resource. Document patient contacts, actions, and resolutions accurately in our CRM/support systems. Identify recurring patient issues, friction points, and feedback trends and surface them to leadership. Follow HIPAA, privacy, security, and company procedures when handling protected or sensitive patient information. Meet agreed service, quality, productivity, attendance, and documentation standards.  Qualifications:  2+ years of customer service, patient support, contact center, or high-touch customer experience Experience; healthcare, telehealth, pharmacy, insurance, wellness, or other regulated-industry experience is strongly preferred. Excellent spoken and written English with the ability to communicate naturally and confidently with U.S. customers. Strong empathy, judgment, ownership, and de-escalation skills. High attention to detail and disciplined case documentation. Comfort working across phone, email, and chat in a fast-paced environment. Experience with CRM/ticketing platforms such as Zendesk, Salesforce, or similar systems. Ability to learn new products, processes, and technology quickly and follow defined escalation paths. Reliable remote-work setup and ability to work the schedule assigned for U.S. coverage. Preferred Qualifications: Previous healthcare, telemedicine, pharmacy, patient access, or medical customer support experience. Working knowledge of HIPAA/privacy expectations and handling sensitive customer information. Familiarity with medical terminology or prescription/fulfillment workflows. Experience supporting subscription, e-commerce, or direct-to-consumer customers. Bachelor's degree or relevant healthcare/customer experience training is a plus, but not required.