Patient Support Representative (Medical Customer Service)

About Us
We’re building a global talent pool of exceptional remote Patient Support professionals to support partner clinics across Australia, the US, the UK, New Zealand, and beyond. These clinics deliver modern healthcare, often combining general practice with wellness, integrative, and allied health support.

Our shared mission is simple: make healthcare more human—calm, clear, patient-first support that improves access, continuity of care, and measurable outcomes.

If you’re empathetic, detail-oriented, and thrive in structured remote work, we’d love to meet you.

Role Overview
As a Patient Support Representative (Medical Customer Service), you’ll be the friendly and professional bridge between patients, clinicians, and care teams—helping patients move smoothly from first contact, intake, booking, and follow-up.

This is a pooling/talent pipeline role. Successful candidates may be matched to open roles with clinics based on:
- Your experience (clinical/admin)
- Your preferred shift coverage (AU/UK/US)
- Tools you’ve used (EMR/CRM/VoIP)
- Compensation alignment and scope

What You’ll Do (Key Responsibilities)
- Provide patient support via phone, email, SMS, and chat with a calm, empathetic tone.
- Manage shared inboxes/queues and ensure timely updates (no one gets left waiting).
- Coordinate appointments: scheduling, confirmations, reminders, and troubleshooting.
- Assist patients with onboarding steps: intake forms, consent, health summaries, and identity checks (per clinic policy).
- Maintain accurate patient records and documentation in EMR/EHR/CRM systems.
- Support clinicians with administrative tasks that keep consults on track (handoffs, notes, follow-up tasks).
- Handle prescription-related requests only within clinic policy (e.g., routing refill requests, coordinating with pharmacies).
- Coordinate with pharmacies when required (scripts, transfers, stock checks) and flag urgent concerns.
- Support compliance-minded workflows (documentation completeness, required forms, audit-friendly notes).
- Handle complaints and sensitive situations professionally; use de-escalation skills and escalation pathways.
- Work closely with an international team across time zones using async updates and clear handoffs.
- Protect patient privacy and confidentiality at all times.

Must-Have Qualifications
- 2+ years in a patient-facing role in healthcare support, clinic admin, or medical customer service.
- Strong spoken and written English (confident with international patients).
- Excellent communication skills: warm, clear, patient, and non-judgmental.
- High attention to detail and comfort with structured documentation.
- Able to multitask across patient support + scheduling + admin without losing accuracy.
- Remote-ready: reliable attendance, self-management, and proactive communication.
- Comfortable learning new tools quickly (EHR/EMR, CRM, scheduling, VoIP).
- Reliable home setup: quiet private workspace, headset, stable internet, and backup plan.
- Willingness to work shifts that overlap with AU/UK/US/NZ clinic hours depending on assignment.
Note: Some matched roles may prefer a clinical background (e.g., Nursing graduate). Others prioritize healthcare admin + strong customer service. We’ll match based on fit.

Nice-to-Haves (Bonus Points)
- Clincal experience supporting AU/UK/US/NZ patients.
- Familiarity with any EHR/EMR (e.g., Best Practice, Halaxy, SimplePractice, Athena, DrChrono, Practice Better, Kareo, etc.).
- Experience with CRMs/ticketing tools (e.g., Podium, HubSpot, Zendesk, Freshdesk).
- VoIP/SMS tools experience (RingCentral, Dialpad, Twilio-based systems).
- Pharmacy coordination or medication follow-up experience (within policy).
- Training in de-escalation, complaint handling, or mental health first aid.
- Experience supporting wellness-focused services (pain, stress, sleep, integrative care, allied health).

Work Setup & Scheduling (PH-based)
- Location: Philippines (remote)
- Shift options: Vary by clinic assignment
AU/NZ-friendly (PH day shift)
UK-friendly (PH late afternoon/evening)
US-friendly (PH night shift)
- Strong preference for candidates who can commit to consistent overlap windows and provide clear handoffs.

Compensation (General Guidance)
Pay varies by clinic, scope, and shift coverage. When you apply, we’ll ask your expected rate and match you to roles accordingly.
Typical structures include hourly (USD/AUD/GBP) or fixed monthly rates, with a possible internet stipend and night differential for US shifts.

How to Apply (Required)
Please submit:
1. CV / Resume
2. A short video introduction (1–2 minutes) covering:
- Your background in healthcare support / medical customer service
- Tools you’ve used (EHR/EMR/CRM/VoIP)
- Your preferred shift overlap (AU/UK/US)
- A brief example of how you handle a stressed or upset patient

Our Screening Process (What to Expect)
- Initial communication screen (English + professionalism + remote readiness)
- Practical task: patient reply + scheduling + documentation sample
- Structured interview: scenarios on empathy, privacy, accuracy, and escalation judgment

Join the pool
If you’re patient-first, calm under pressure, and take pride in accurate documentation, we’d love to hear from you.