Patient Support Specialist

Phil, Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• As a Patient Support Specialist Tier 1 at Phil, Inc., you will serve as the primary point of contact for patients navigating the PhilRx prescription fulfillment process, playing a critical role in ensuring timely, accurate, and compassionate support that directly impacts patient access to medication and overall healthcare experience.
• Your work will directly contribute to patient satisfaction and operational efficiency by resolving inquiries, guiding patients through enrollment and prescription status updates, and maintaining high standards of service quality in a fast-paced, mission-driven health-tech environment.
• Day to day, you will be signed into Zendesk and actively manage incoming patient inquiries via phone, email, and SMS, consistently working within assigned ticket and phone queues to provide timely responses and follow-ups.
• You will leverage the Zendesk Guide knowledgebase to quickly locate accurate information for common patient questions, including prescription status, pricing, enrollment steps, and technical support for the My.Phil account, ensuring consistent and correct guidance.
• When documentation is insufficient, you will proactively seek support through internal chat groups to escalate or clarify issues, ensuring patients receive timely resolutions without unnecessary delays.
• You will perform outbound calls and emails to collect missing or additional information required to process prescriptions, maintaining clear, empathetic communication while adhering to company policies and compliance standards.
• You will continuously monitor and strive to meet or exceed key performance metrics, including maintaining an 85% or higher CSAT rating, keeping error rates below 1%, completing at least 10 tickets or calls per hour, and adhering to your scheduled shifts more than 94% of the time.
• You will collaborate closely with Psup leadership and the broader PhilRx team to identify recurring issues, share feedback, and contribute to process improvements that enhance the patient journey.
• The Patient Support team at Phil, Inc. is a dedicated, mission-focused group committed to breaking down barriers in healthcare access through technology and compassionate service, operating 365 days a year to support patients nationwide.
• Phil, Inc. is a rapidly growing health-tech startup revolutionizing prescription access by simplifying the patient experience through innovative digital tools and personalized support, creating meaningful impact in underserved communities.
• In this role, you will develop deep expertise in healthcare navigation, insurance processes, and prescription workflows, building transferable skills in customer advocacy, systems thinking, and high-volume support operations.
• You will gain hands-on experience with Zendesk and other healthcare software platforms, enhancing your technical proficiency and adaptability in dynamic, regulated environments—positioning you for growth into senior support, team lead, or operations roles within the organization.

🎯 Requirements

• Minimum 1 year of customer support experience, with call center experience strongly preferred
• Minimum 1 year of healthcare experience, preferably in patient enrollment, insurance verification, or prescription processing
• Strong attention to detail with proven ability to work in low/error-tolerant environments
• Excellent phone presence and exemplary customer service skills, including active listening and de-escalation techniques
• Strong written comprehension and communication skills for clear, professional email and SMS interactions
• Ability to quickly search and navigate knowledgebases (e.g., Zendesk Guide) to locate accurate information
• Familiarity with complex, multi-step processes and comfort navigating multiple software systems simultaneously
• Solid understanding of computer hardware, networks, and basic troubleshooting for remote work environments
• High adaptability to rapid changes in procedures, tools, or patient needs
• Professional openness to giving and receiving feedback constructively

🏖️ Benefits

• Ground floor opportunity with one of the fastest-growing health-tech startups, offering meaningful impact and career growth potential
• Fully remote work eligibility across 28 U.S. states, including AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV
• Competitive compensation package commensurate with experience and performance
• Comprehensive full benefits including medical, dental, and vision coverage
• 401(k) retirement plan with potential employer matching
• Holiday pay and overtime availability as needed, with shift flexibility within 6a–6p PST (Mon–Fri) and 6a–3p PST (Sat–Sun/holidays)
• Collaborative, supportive team culture focused on patient advocacy and continuous improvement
• Ongoing training and skill development in healthcare systems, customer service excellence, and health-tech operations

Skills & Technologies

Swift

Remote

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Phil, Inc.

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About Phil, Inc.

Phil, Inc. operates a digital pharmacy platform that coordinates prescription fulfillment between patients, physicians, pharmacies, and insurers. The cloud-based system automates prior-authorization workflows, synchronizes refills, and offers free home delivery of medications, aiming to improve adherence and reduce administrative burden for chronic-care patients and healthcare providers.

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