Patient Support Specialist

TL;DR

Patient Support Specialist: Delivering frontline patient support across email, live chat, and inbound/outbound calls with an accent on real-time issue resolution, SLA adherence, and empathetic communication. Focus on owning cases end-to-end, coordinating with doctors/pharmacies/delivery partners, and escalating with clear context and recommendations while meeting CSAT and handling-time targets.

Location: Sydney (hybrid), New South Wales

Company

hirify.global builds long-term, evidence-based digital care for patients, including the Juniper weight-management program.

What you will do

• Support patients across email, live chat, and inbound/outbound calls, providing timely, accurate, empathetic help within SLA.
• Own issues from first contact through resolution with no handoff without a handover.
• Provide fast responses on live channels so patients get answers in minutes.
• Coordinate across teams (doctors, pharmacies, and delivery partners) to drive the right patient outcome.
• Resolve in-scope items and escalate out-of-scope issues with full context and a recommendation.
• Meet CSAT, tickets-solved, and handling-time targets while improving the operation by spotting recurring patterns.

Requirements

• 2+ years in customer service, telehealth/healthcare support, tech support, or a similar problem-solving role.
• Comfort working across email, chat, and calls.
• Excellent written and verbal English with clear, warm communication and the ability to adapt tone.
• Strong problem-solving skills, ownership mindset, and attention to detail.
• Technological proficiency and quick adaptation to customer support tools (Mac and Google Suite experience is a plus).
• Genuine care for patients and their health journey.

Culture & Benefits

• Fixed-term contract (~3-month engagement), full-time hours 9–5, Monday–Friday.
• Hybrid role based in Sydney with an immediate start.
• Mentorship and learning budgets, conferences, certifications, and peer shadowing.
• Parental and miscarriage leave, health and professional development support, and personal days.
• Employee Assistance Program and wellness-related perks (e.g., catered talks, exercise classes, barista coffees, social clubs).

Hiring process

• Application review by the recruitment team using AI-assisted tools, with hiring decisions made by real people.
• Interview process with support for reasonable adjustments if needed.