Patient Support Representative (Inbound Calls and Ticketing)

Job Summary

We are looking for a Patient Support Representative to be the first point of contact for our customers across phone and ticketing channels. You will handle inbound calls, respond to support tickets, update customer records in our internal systems, and make sure every person who reaches out leaves the interaction with a clear next step. This role suits someone with a warm, confident phone manner, excellent written English, and a strong sense of accountability when handling sensitive customer information.

Key Responsibilities

• Answer inbound customer calls with a professional, empathetic, and patient phone manner
• Place outbound callbacks to follow up on open issues and close the loop with customers
• Monitor, triage, and respond to customer tickets in our helpdesk platform in a timely, professional manner
• Resolve routine inquiries independently using provided scripts, FAQs, and knowledge base materials
• Escalate clinical, billing, or complex issues to the appropriate internal team with clear, complete handover notes
• Update customer and order records accurately, including shipping addresses, contact details, and account information
• Process account-level requests such as order status checks, cancellations, and appointment scheduling with the clinical team
• Document call outcomes, ticket statuses, tags, and notes so the next person can pick up without guesswork
• Follow written checklists and SOPs for recurring daily and weekly administrative tasks
• Support internal team requests related to customer accounts and order fulfillment

Mandatory Skills

• Prior customer service, BPO, or virtual assistant experience in a phone-based support role
• Strong written and spoken English — clear, professional, and empathetic on live calls
• Comfortable using helpdesk and ticketing tools (Zendesk, Freshdesk, or similar)
• Confident handling inbound and outbound calls throughout an assigned shift
• Ability to learn and navigate proprietary, in-house software platforms
• Accurate data entry and record management with strong attention to detail
• Trustworthy and discreet with confidential customer and health-related information
• Reliable, detail-oriented, and able to work independently while following written procedures
• Strong communication skills and the ability to escalate clearly and proactively
• Reliable high-speed internet connection, a working computer, and a quiet, professional workspace

Preferred Skills

• Experience supporting healthcare, telemedicine, pharmacy, or wellness companies
• Familiarity with HIPAA-aware communication practices and patient privacy standards
• Experience with VoIP or browser-based phone systems (Aircall, RingCentral, Dialpad, or similar)
• Comfort speaking with an older customer demographic who prefer phone over digital channels
• Experience de-escalating frustrated customers and turning difficult calls around
• Ability to manage ticket volume and phone queues simultaneously without dropping details

Why Join Us

You will join a growing team during an exciting period of expansion, with real ownership over the customer experience rather than just message-taking. We are looking for someone who wants to build long-term with us — as our volume grows, so does the opportunity to take on more responsibility. If you take pride in solving problems properly the first time, you will do well here.

Work Schedule

Tuesday and Thursday, 8 hours per day, 9:00 to 17:00 EST