Patient Support Specialist

Description, And Ideal Candidate Description

Patient Support Specialists handle all phone calls, emails, and SMS messages from patients answering questions about PHILRx, the PHILRx process, or about their specific prescription order. This includes status updates, pricing explanations, technical support with the My.Phil account, enrollment support, outbound calls/emails to collect additional required information, etc.

Patient Support Specialists work collaboratively with the Psup leadership and PHILRx teams to resolve issues in a timely manner. They are expected to be capable of reviewing and understanding the status of an order quickly to educate the patient in response to their inquiry.

The ideal candidate will be one who can navigate software systems quickly and easily, has excellent written and verbal communication skills, and is adaptable, open to feedback, and would do anything within policy and reason to help get the situation solved for the patient. The ideal candidate must also be resilient, and not take patient anger or frustration personally.

Responsibilities

• Be signed into Zendesk, and working in the ticket and phone queues assigned by your team lead.
• Specialists are trained to use their resources in the Zendesk Guide knowledgebase to locate the answers to patient questions, and for process steps to complete work.

• When unable to locate documentation, Specialists will post in team chat groups when they require support from leadership or others in order to provide a patient with a response.
• Minimum performance metrics required after 90 days of work:
• Obtain 85% or better CSAT ratings
• Achieve less than 5% error rate
• Complete 9 tickets/calls per hour
• Adhere to the published work schedule 90% of the time
• Other metrics may be assigned upon management discretion
  

Requirements

• Minimum 1 year of customer support experience (call center experience is preferred).
• Strong phone presence with exemplary customer service skills
• Strong written communication skills, with attention to detail
• Capable of quickly searching knowledgebase to locate answers
• Familiar with following complex processes, and navigating multiple software systems during their workday
• Must have a good understanding of computers, hardware, networks, etc.
• Adaptable to swift changes
  
  

Schedule

• Patient Support Business Hours are 6a-6p PST, and we are open 365 days per year. Employees must be available for any shift within business hours, but employees are provided a regular shift that will not change without ample notice.
• Overtime may be available, and will occasionally be required.