This role provides front-line operational support to patients and healthcare providers, resolving non-clinical issues across systems such as prescriptions, billing, and eligibility. It requires timely, high-quality communication across multiple channels while coordinating with internal and cross-functional teams to research, document, and resolve complex support cases.
CORE TASKS:
- Provide technical assistance to patients and providers via email, chat, and phone in a timely manner, contributing to team goals around response times
- Coordinate between patients, providers (doctors), pharmacies, and internal teams to resolve non-clinical issues (e.g., prescription transmission issues, pharmacy availability, eligibility questions)
- Manage support cases that require research, follow-ups, and cross-tool investigation, not just single-touch responses
- Communicate with providers via Slack and document outcomes clearly in Zendesk
- Handle refunds, billing, and payment-related workflows using internal tools and SOPs
- Track and document cases using spreadsheets (Google Sheets / Excel) as part of operational workflows
- Balance speed and quality of care, ensuring users feel supported and informed even when issues take time to resolve
- Reference Knowledge Base & internal resources to find relevant answers
- Communicate via Slack to cross-functional teams (Engineering, Product, Etc) when needed to resolve issues
- Follow processes to escalate inquiries as necessary
MUST-HAVES:
- 2+ years experience with Zendesk or similar ticketing platform (Zendesk strongly preferred)
- Strong written and verbal English communication skills, including professional phone presence
- Demonstrated ability to learn complex, nuanced workflows quickly and apply judgment when SOPs don’t cover every scenario
- Comfort working across multiple tools simultaneously (Zendesk, Slack, spreadsheets, internal admin systems)
- Experience supporting customers in high-trust environments (e.g., healthcare, fintech, insurance, marketplaces, or regulated industries)
- Openness to working one weekend day if a change in schedule is needed
NICE-TO-HAVES:
- Advanced technical skills and understanding
- Experience supporting telehealth, healthcare, or health-adjacent platforms
- Familiarity with Zendesk, JIRA, or similar ticketing/escalation tools
- Experience using Google Sheets / Excel for tracking, lookups, or operational reporting
- Exposure to payments or billing systems (e.g., refunds, payment processors like Stripe/Braintree)
- Prior experience coordinating with external partners (doctors, vendors, payers, pharmacies)
SOFT SKILLS:
- Demonstrates a high level of empathy, ownership, and care in every user interaction
- Comfortable making judgment calls when issues fall outside documented SOPs
- Proactively follows up on open issues rather than waiting for reminders
- Takes feedback seriously and applies learnings to future cases
- Resourceful, able to utilize available resources to find answers
- Willing to ask questions when something isn’t clear or needs further explanation
- Curiosity! Eager to learn & understand our products & processes
- Attention to detail; thoroughly reads/actively listens to understand issues, closely follows processes, double checks work/tests before solving ticket
🌟 Perks & Benefits
- Salary: Up to Php 60,000/ $6 hr depending on experience
- Yearly Performance Evaluation
- Anniversary Bonus: PHP 5,000 (1st year), PHP 10,000 (2nd years and up)
- Referral Bonus: $300 per successful hire
- 7 days Paid Holiday Off
- 6 days Paid Time Off
- Healthcare Plan
- Maternity Leave
- Paternity Leave