Patient Escalation Specialist (Medtech)

TL;DR

Patient Escalation Specialist (Medtech): Resolving complex patient issues and managing clinical escalations within a telehealth environment with an accent on delivering high-quality care and maintaining patient satisfaction. Focus on coordinating with multi-disciplinary medical teams, driving process improvements, and achieving key performance metrics in a fast-paced support environment.

Location: Must be based in or commute to Makati, Manila

Company

hirify.global is a health-tech company building end-to-end weight management and chronic care programs through a personalized, clinician-led digital platform.

What you will do

• Take ownership of complex patient issues, ensuring swift and effective resolution across chat, email, and phone channels.
• Collaborate with doctors, pharmacists, and delivery partners to coordinate patient care and ensure seamless service delivery.
• Consistently meet and exceed performance targets including CSAT, ticket volume, and handling time.
• Identify process inefficiencies and proactively implement automation or workflow improvements.
• Monitor and escalate recurring patterns or trends in patient feedback to prevent future issues.

Requirements

• 2+ years of experience in healthcare support, telehealth, or customer service roles.
• Strong written and verbal English communication skills with adaptable tone.
• Proficiency in computer software, specifically Google Suite and Mac OS.
• Ability to anticipate patient needs and take proactive ownership of problem-solving.
• Interest in healthcare, wellness, or allied services is required.
• Ability to work onsite in Makati, Manila.

Nice to have

• Experience in fintech, logistics, or e-commerce support environments.
• Previous experience with modern customer support CRM tools.

Culture & Benefits

• Comprehensive health insurance covering the employee and up to two dependents.
• Standard statutory benefits including 13th-month pay, SSS, PhilHealth, and HDMF.
• Professional development budget and dedicated leave credits for career growth.
• Equity participation in the company's growth.
• Inclusive team culture with regular bonding events and a focus on work-life balance.