Escalation Specialist (Customer Support)

TL;DR

Escalation Specialist (Customer Support): Resolving patient issues and delivering high-quality care with an accent on patient-centric problem solving and collaborative partnerships with doctors, pharmacies, and delivery partners. Focus on process improvement, innovation, and trend identification to enhance service quality and prevent future problems.

Location: Manila

Company

hirify.global is on a mission to make good health last a lifetime, focusing on long-term care and weight management through its Juniper program.

What you will do

• Take ownership of patient issues, ensuring they are resolved swiftly and effectively.
• Work closely with doctors, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for patients.
• Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT).
• Identify opportunities to enhance services through optimized processes and automation.
• Monitor and escalate recurring issues or patterns in patient tickets to colleagues and team leaders.

Requirements

• You have 2+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles.
• You have strong English written and verbal communication skills.
• You have strong computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a must).
• You are fantastic at anticipating next steps and taking proactive action.
• You have an interest in healthcare and wellness, or experience in the healthcare space or allied services.

Culture & Benefits

• Access to leave offerings including sick, maternal/paternal, compassionate, and vacation leave from Day 1.
• Personal health days leave and budget to encourage you to take care of your well-being.
• Access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up.
• Given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow.
• Strong culture of work-life balance and supported by flexible working hours.