Senior Patient Support Specialist (Telehealth)

TL;DR

Senior Patient Support Specialist (Telehealth): Deliver high-quality patient support via email, chat, and calls for weight-management programs with an accent on patient-centric problem-solving and collaboration with doctors, pharmacies, and delivery partners. Focus on resolving issues swiftly, exceeding service metrics, identifying trends, and implementing process improvements.

Location: Manila (Makati office), mid-shift for UK patients

Company

Healthtech company behind Juniper, one of the world’s largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care across multiple markets including UK.

What you will do

• Take ownership of patient issues via email, chat, inbound/outbound calls, ensuring swift and effective resolutions with highest standard of care.
• Collaborate with doctors, pharmacies, and delivery partners for seamless patient outcomes.
• Meet and exceed KPIs like CSAT, tickets solved, and AHT.
• Identify inefficiencies, design process improvements, and implement automation solutions.
• Monitor trends, escalate recurring issues to prevent future problems.

Requirements

• At least 4 years in telehealth/healthcare support, customer service, or similar patient-facing roles (phone, email, chat)
• Strong problem-solving skills and drive for patient outcomes
• Strong English written and verbal communication skills
• Strong attention to detail and computer skills with customer service software
• Proactive in anticipating next steps
• Interest in healthcare and wellness

Culture & Benefits

• Passionate teams with high talent bar, autonomy, regular feedback, and ownership.
• Comprehensive leave: sick, parental, compassionate, vacation, personal health days from Day 1.
• Health insurance for you and up to two dependents, statutory benefits (SSS, PhilHealth, HDMF), 13th month pay, transportation allowance for Makati office.
• Annual professional development budget, mentors, performance/pay reviews, equity.
• Fast-paced environment with open work sharing, flexible hours, work-life balance, team events.