Care Specialist

The Patient Support Specialist provides Tier 1 assistance with prescription orders, enrollment, pricing, and patient accounts. The role handles calls, emails, and SMS messages, explains order status, collects missing information through outbound contact, and works with support leadership and pharmacy-service teams to resolve problems promptly.

Patient Support Responsibilities

• Work consistently in the Zendesk ticket and phone queues assigned by the team lead.
• Review order information quickly and accurately to explain status, pricing, service processes, and next steps.
• Help patients with enrollment and technical account questions while navigating multiple software systems.
• Use Zendesk Guide to find answers and follow documented procedures; request help through team chat when documentation is unavailable.
• Remain patient and resilient when callers are frustrated, and pursue solutions within policy.
• After 90 days, achieve CSAT of at least 85%, an error rate below 1%, ten tickets or calls per hour, and schedule adherence above 94%. Management may assign additional metrics.

Required Experience and Skills

• At least one year of customer-support experience and at least one year of healthcare experience.
• Strong attention to detail and experience in settings with little or no tolerance for errors.
• Excellent phone service, written comprehension, and written and verbal communication.
• Ability to search knowledge bases quickly, follow complex processes, and move between multiple systems.
• A good understanding of computers, hardware, and networks.
• Adaptability, resilience, and openness to giving and receiving feedback professionally.

Preferred Background

Call-center experience is preferred. Healthcare experience involving enrollment or insurance is also preferred.

Schedule and Remote Locations

The service operates 365 days a year, from 6:00 AM to 6:00 PM PST Monday through Friday and from 6:00 AM to 3:00 PM PST on weekends and holidays. Employees must be available for any shift within these hours. A regular shift is assigned and changes only with notice. Overtime is sometimes required, and holiday work may be required when there are insufficient volunteers.

The position is fully remote for residents of Arizona, California, Colorado, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Massachusetts, Michigan, Missouri, North Carolina, New Hampshire, New Jersey, New York, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, or West Virginia.

Compensation and Benefits

Pay is USD 20–21 per hour, commensurate with experience, with potential for a quarterly bonus. Benefits include medical, dental, and vision coverage and a 401(k), with an opportunity to join a growing health-technology team.