Patient Support Specialist

PATIENT SUPPORT TIER 1 SPECIALIST Description, and ideal candidate description: 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. The ideal candidate will be one who can navigate multiple software systems quickly and easily, has excellent written and verbal communication skills, and is adaptable, open to feedback, and would do anything within policy and reason to help get the situation solved for the patient. The ideal candidate must also be resilient, and not take patient anger or frustration personally. 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 documentatio...