phil - Patient Support Specialist
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Requirements
• Tier 1 specialists handle all phone calls, emails, and SMS messages from patients answering questions about PhilRx, the PhilRx process, or about their specific prescription order. This includes status updates, pricing explanations, technical support with the My.Phil account, enrollment support, outbound calls/emails to collect additional required information, etc. • Tier 1 specialists work collaboratively with the Psup leadership and PhilRx teams to resolve issues in a timely manner. They are expected to be capable of reviewing and understanding the status of an order quickly to educate the patient in response to their inquiry. • Minimum 1 year of customer support experience (call center experience is preferred). • Minimum 1 year of healthcare experience, preferably in enrollments or insurance • Strong attention to detail, with experience in an environment with low/no tolerance for errors • Strong phone presence with exemplary customer service skills • Strong written comprehension and written communication skills • Capable of quickly searching knowledgebase to locate answers • Familiar with following complex processes, and navigating multiple software systems during their workday • Must have a good understanding of computers, hardware, networks, etc. • Adaptable to swift changes • Open to giving and receiving feedback graciously and professionally • Patient Support Business Hours are 6a-6p PST Monday-Friday, and 6a-3p PST on Saturdays, Sundays and holidays. We are open 365 days per year. Employees must be available for any shift within business hours, but employees are provided a regular shift that would only change with notice. • Overtime may be available, and will occasionally be required. • Holiday work may be required if there aren’t enough volunteers to cover the shift.
Responsibilities
• Be signed into Zendesk, and consistently working in the ticket and phone queues assigned by your team lead. • Use your resources in the Zendesk Guide knowledgebase to locate the answers to patient questions, and for process steps to complete work. • When unable to locate documentation, ask for support using chat groups in order to provide a timely response to the patient. • Minimum performance metrics required after 90 days of work: • Obtain 85% or better CSAT ratings • Achieve less than 1% error rate • Complete 10 tickets/calls per hour • Adhere to the published work schedule >94% of the time • Other metrics may be assigned upon management discretion
Benefits
• $20 – $21 per hour • Potential for quarterly bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Person with disability • Refugee or immigrant • None of the above • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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