Key skills
SaaSCRMMentoringCommunication
About this role
Role Overview
- Respond to patient enquiries via email, SMS, and phone
- Provide clear updates regarding prescriptions, orders, and delivery timelines
- Manage concerns relating to delayed or unprocessed orders
- Ensure professional, empathetic communication at all times
- Assist practitioners with patient-related queries
- Escalate clinical matters appropriately
- Ensure smooth communication between practitioners and pharmacy
- Monitor prescription processing and medication dispatch
- Liaise with pharmacy partners regarding delays or order issues
- Escalate urgent medication delays (especially 2+ week cases)
- Manage all cases within the ticketing system
- Maintain accurate notes and status updates
- Ensure tickets move through pipeline stages correctly
- Verify patient details where required (e.g. IHI, Medicare alignment)
- Follow all Standard Operating Procedures (SOPs)
- Maintain high accuracy in documentation and communication
- Identify recurring issues (e.g. pharmacy delays, inactive IHI, onboarding friction) and share insights
Requirements
- Strong written English communication
- High attention to detail
- Ability to manage workload independently
- Proactive problem-solving
- Comfortable working in a fast-paced remote environment
- Experience in healthcare, SaaS, or customer support preferred
- Experience using CRM systems (HubSpot preferred).
Benefits
- You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
- You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
- You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
- You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
- You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact.