Telehealth - Customer Service Representative

Customer Service Agent – Telehealth

FULL TIME REMOTE

Position: Customer Service Agent – Telehealth

Working Hours: Monday–Friday, PST

Scope of the Role

We are looking for a Customer Service Agent with experience in telehealth or healthcare services to support patients throughout their healthcare journey. This person will be responsible for managing patient enquiries, resolving issues, coordinating with healthcare providers and pharmacies, and ensuring a smooth, professional, and empathetic patient experience.

The ideal candidate has experience working in a telehealth platform, digital health company, online pharmacy, or healthcare-related customer support environment. They should be comfortable handling sensitive patient information, navigating healthcare workflows, and working with digital platforms and support tools.

Duties and Responsibilities

Patient Support: Respond to patient enquiries via email, live chat, and phone, providing timely, accurate, and empathetic assistance.

Telehealth Coordination: Assist patients with appointment scheduling, prescription status, treatment enquiries, and general telehealth platform navigation.

Order and Prescription Management: Track prescription and medication orders, coordinate with partner pharmacies, and resolve fulfilment or delivery issues.

Issue Resolution: Identify and troubleshoot patient concerns related to consultations, payments, prescriptions, account access, and platform functionality.

Healthcare Coordination: Communicate with internal clinical teams, healthcare providers, and pharmacy partners to ensure patient issues are resolved efficiently.

Patient Records and Documentation: Maintain accurate records of patient interactions, support tickets, and case resolutions while following data privacy requirements.

Escalation Management: Recognise clinical, regulatory, or urgent patient concerns and escalate them to the appropriate medical or operational teams.

Customer Experience: Identify recurring issues and share feedback to improve patient satisfaction and streamline support processes.

Platform Support: Guide patients through digital healthcare platforms, including onboarding, account management, and accessing telehealth services.

Compliance: Follow established protocols for handling protected health information (PHI), patient confidentiality, and healthcare-related communications.

Requirements

2+ years of experience in customer service, preferably within telehealth, digital health, healthcare, online pharmacies, or healthcare technology.

Previous experience supporting patients or customers through telehealth platforms or digital healthcare services.

Understanding of basic telehealth workflows, including virtual consultations, prescription processing, pharmacy coordination, and patient onboarding.

Experience handling sensitive patient information and familiarity with HIPAA requirements.

Strong written and verbal communication skills, with an empathetic and patient-centred approach.

Excellent problem-solving skills and the ability to manage multiple enquiries simultaneously.

Experience using customer support platforms and ticketing systems.

Strong organisational skills and attention to detail, particularly when managing patient records and follow-ups.

Ability to work independently in a fast-paced, remote environment.

Comfortable communicating with patients about healthcare processes while respecting clinical boundaries and escalating medical questions appropriately.

Must-Have Skills & Experience

Customer service experience in telehealth or digital healthcare.

Patient support and issue resolution.

Prescription and pharmacy coordination.

Familiarity with HIPAA and handling PHI.

Strong written communication and empathy.

Experience with ticketing systems and CRM platforms.

Ability to manage high-volume patient enquiries.

Nice-to-Have Skills

Experience with telehealth startups or direct-to-consumer healthcare brands.

Experience working with online pharmacies or prescription fulfilment workflows.

Familiarity with subscription-based healthcare services.

Experience supporting patients using weight management, dermatology, hormone health, or other telehealth services.

Experience with Zendesk, Gorgias, Intercom, Freshdesk, or similar platforms.

Familiarity with EHR or patient management systems.

Deal-Breakers / Exclusions

No experience in customer service or patient-facing support.

No exposure to healthcare, telehealth, or pharmacy-related workflows.

Poor written communication or inability to demonstrate empathy.

Inability to handle confidential patient information responsibly.

Providing medical advice or making clinical decisions outside the scope of the role.

Lack of availability to work within the required PST schedule.

Required Tools / Tech Stack

Customer Support: Zendesk, Gorgias, Intercom, Freshdesk, or similar.

CRM: HubSpot, Salesforce, or equivalent.

Communication: Slack, Google Workspace, Microsoft Teams.

Healthcare Platforms: Telehealth platforms, patient portals, EHR systems, or pharmacy management platforms.

E-commerce / Order Management: Shopify or similar order-tracking systems, where applicable.

Seniority Level

Junior to Mid-Level (2–4 years of experience)

The ideal candidate is a hands-on customer service professional who can independently manage patient enquiries, navigate healthcare workflows, and escalate complex cases appropriately.

Skills

2+ years of customer service experience in telehealth, digital health, healthcare, or online pharmacies, with ability to handle sensitive patient information and familiarity with HIPAA requirements.

Experience with telehealth startups, online pharmacies, subscription-based healthcare services, Zendesk, Gorgias, Intercom, Freshdesk, EHR or patient management systems, and weight management, dermatology, or hormone health telehealth services.

Zendesk, Gorgias, Intercom, Freshdesk, HubSpot, Salesforce, Slack, Google Workspace, Microsoft Teams, telehealth platforms, patient portals, EHR systems, pharmacy management platforms, or Shopify.