Patient Support Specialist (Philippines, Remote)

Who We Are

GrowthAssistant connects top marketing and operations talent with fast-growing companies that depend on great execution to scale. Founded in 2021 and named by Forbes as one of the best startups to work at, we're a permanently remote team that runs on integrity, proactive candor, and a bias toward action — and we prioritize the human experience in everything we do. We hire for skill and for heart, and we invest in our people for the long haul.

The Opportunity

We're hiring a Patient Support Specialist to join a fast-growing digital health platform — providing technical and operational support to patients and providers across email, chat, and phone, and coordinating between patients, doctors, pharmacies, and internal teams to resolve non-clinical issues including prescription transmission, pharmacy availability, eligibility questions, and billing. This is not a single-touch ticketing role: you'll own support cases that require research, cross-tool investigation, and follow-up, balancing speed and quality of care so users feel supported and informed even when issues take time to resolve. The role calls for someone with strong judgment, a high degree of empathy and ownership, and the resourcefulness to apply good decisions when documented SOPs don't cover every scenario.

What Your Day-to-Day Will Look Like

• Multi-Channel Technical Support: Provide technical assistance to patients and providers via email, chat, and phone in a timely manner — contributing to team goals around response times while ensuring users feel supported and informed throughout.
• Cross-Party Coordination: Coordinate between patients, providers, pharmacies, and internal teams to resolve non-clinical issues including prescription transmission problems, pharmacy availability, and eligibility questions — communicating with providers via Slack and documenting outcomes clearly in Zendesk.
• Case Management & Investigation: Own support cases that require research, follow-ups, and cross-tool investigation; track and document cases using Google Sheets and Excel as part of operational workflows; reference the Knowledge Base and internal resources to find relevant answers; and escalate inquiries following established processes when needed.
• Billing & Refund Workflows: Handle refunds, billing, and payment-related workflows using internal tools and SOPs; apply accurate judgment and documentation standards when managing financially sensitive cases.
• Cross-Functional Communication: Communicate via Slack with cross-functional teams including Engineering and Product when needed to resolve issues; maintain clear, professional documentation across all tools and channels throughout the resolution process.

What You Bring

• Zendesk & Ticketing Experience: 2+ years of experience with Zendesk or a comparable ticketing platform — Zendesk is strongly preferred given its central role in daily workflows.
• Communication Skills: Strong written and verbal English communication skills, including a professional phone presence — with the empathy and clarity to keep users informed and feeling cared for even during complex or delayed resolutions.
• Multi-Tool Fluency & Judgment: Comfort working across multiple tools simultaneously including Zendesk, Slack, spreadsheets, and internal admin systems; demonstrated ability to learn complex workflows quickly and apply sound judgment when SOPs don't cover every scenario.
• High-Trust Industry Experience: Experience supporting customers in high-trust environments such as healthcare, fintech, insurance, or other regulated industries — with a track record of ownership, proactive follow-up, and strong attention to detail.
• Availability & Flexibility: Available to work 8 AM–5 PM EST Monday through Friday, with openness to shift adjustments between 9 AM and 3 PM as needed, and willingness to cover one weekend day if schedule changes are required.

Bonus Points if:

• You have experience supporting telehealth, healthcare, or health-adjacent platforms.
• You have familiarity with JIRA or similar escalation and ticketing tools.
• You have experience using Google Sheets or Excel for case tracking, lookups, or operational reporting.
• You have exposure to payments or billing systems such as refunds or payment processors like Stripe or Braintree.
• You have prior experience coordinating with external partners such as doctors, vendors, payers, or pharmacies.

What We Offer

At GrowthAssistant, you aren't just joining a company; you're joining a movement to redefine how the world's best brands scale. We believe that the right talent, placed in the right role, changes everything — and that starts with how we take care of you.

We support your life inside and outside of work with a comprehensive benefits package:

• Fully Remote: 100% Remote work environment, never fight traffic again
• Health Coverage: HMO or Healthcare Stipend (depending on location) after 90 days of service
• Time to Recharge: 7 Paid Holidays and up to 6 PTO days per year
• Family First: Parental leave after 1 year of service

We offer additional incentives for go-getters and proven performers!

• $25 monthly perfect attendance bonus
• Performance bonus
• Anniversary bonus ($100 at 1 year; $200 at 2 years)
• Earn a $300 referral bonus for each candidate you refer who is successfully hired, and $500 when you help us identify and close a new opportunity with your client

Your Application Roadmap

You've applied, now let's get to work. Here's the play-by-play:

• Step 1 Resume Screening: Our hiring team reviews your experience to see how your unique skills align with our high-growth roles.
• Step 2 Recruiter Interview: If we believe we have a great client match, we'll reach out to schedule a human-to-human chat to discuss your career goals, experience, and what makes you tick.
• Step 3 Online Assessment: This is your chance to shine! You'll complete a role-specific test, a personality assessment, and your official GA Profile Form so we can represent you.
• Step 4 Match Interview: You'll meet with one of our Senior Leaders for a deep-dive validation to ensure we're matching you with the right opportunity. This is your moment to bring your A-game and really shine — it's the final step for many of our roles!

Depending on the client, there are sometimes 2 additional steps:

• Step 5 15-min Prep Call: We've got your back. Before the final round, your Recruiter will hop on a quick call to coach you, share insider tips, and ensure you're 100% ready.
• Step 6 Client Interview: You'll meet the client to discuss how you'll help them scale and succeed. Bring your metrics and be on your A-game — this is your last chance to make a great first impression!

Join our 100% remote global team today, and grow with GrowthAssistant!

GrowthAssistant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business need.