Patient Support Representative
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Job Description
Patient Support Representative managing patient inquiries via live chat and email for healthcare products. Providing accurate information and ensuring customer satisfaction within the healthcare sector.
Responsibilities:
- Manage the live chat line, responding promptly to patient inquiries with professionalism and empathy. Mostly text and email with occasional phone support.
- Provide accurate information about products, services, and order processes, within approved guidelines.
- Triage patient queries to the appropriate internal teams (sales, clinical, or logistics) as required.
- Follow up with patients to ensure their queries or requests are resolved satisfactorily.
- Maintain clear, professional, and compliant written communication across multiple channels and inboxes.
- Support the customer service and sales teams with patient-related administrative tasks - using existing document and email templates.
- Facilitate the escalation of more complex requests to a nurse or the correct internal team member.
- Maintain accurate patient interaction records in CRM and order management systems.
- Assist with reporting and documentation relating to patient inquiries and service levels.
- Collaborate with logistics and fulfillment teams to ensure smooth and timely delivery of patient orders.
- Handle patient information with confidentiality, adhering to privacy and data protection requirements.
- Other roles specific duties as they arise.
Requirements:
- Certificate or Diploma in Health Administration, Customer Service, or related field.
- Prior experience in a healthcare, pharmaceutical, or natural health company preferred.
- Experience providing online or chat-based support highly advantageous.
- Proficiency with CRM or customer support platforms (HubSpot Help Desk experience highly advantageous).
- Competent in Microsoft Office and Google Workspace.
- Familiarity with order management systems (e.g., CIN7, Xero) preferred.
- Excellent English language and written communication skills.
- Empathetic and patient-focused communication style.
- Strong attention to detail and ability to handle sensitive information discreetly.
- Professional, calm, and confident under pressure.
- Organised and reliable, with the ability to manage multiple tasks efficiently.
- Passion for natural medicine and improving patient wellbeing.
- Integrity and respect in dealing with confidential information.
- Team-oriented, collaborative, and proactive in supporting others.
Benefits:
- Work from home
- Mon - Fri: 7:00 AM – 4:00 PM PHT(*adjustments will be made for daylight saving time*)
- HMO with 1 free dependent and medical reimbursements
- Government-mandated benefits
- Work from home allowances
- Opportunities to work with leading companies in Australia and beyond
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
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