Customer Support Specialist (Healthcare)

TL;DR

Customer Support Specialist (Healthcare): Providing multi-channel support for patients in weight-management and digital health programs with an accent on empathetic problem solving and cross-functional coordination with clinicians. Focus on optimizing support processes, maintaining high CSAT scores, and managing patient outcomes across various markets.

Location: Manila, Philippines (Hybrid)

Company

A digital healthcare company building a preventive healthcare ecosystem with a family of clinics including weight-management programs.

What you will do

• Take full ownership of patient issues across email, chat, and phone to ensure swift and empathetic resolution.
• Coordinate with doctors, pharmacies, and delivery partners to ensure seamless patient care and outcomes.
• Meet and exceed key performance metrics, including CSAT, ticket volume, and Average Handling Time (AHT).
• Analyze support operations to identify inefficiencies and design optimized processes or automation solutions.
• Monitor and escalate recurring patient issues to team leaders to improve overall service quality.

Requirements

• 2+ years of experience in telehealth, healthcare support, or other complex problem-solving roles.
• Strong English written and verbal communication skills with the ability to adapt tone for different customers.
• Proficiency with Mac and Google Suite is a must.
• Strong attention to detail and a proactive approach to anticipating next steps.
• Genuine interest in healthcare and wellness.

Culture & Benefits

• Hybrid work arrangement with wellness budgets and social clubs.
• Comprehensive health coverage including support for up to 2 dependents.
• Paid vacation, sick leave, parental leave, and 13th-month pay.
• Access to learning budgets, professional certifications, and global mentorship.
• Statutory benefits and transport allowance.