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 high-growth digital health platform offering AI-powered patient support across care-related logistics, post-diagnosis, and peri-treatment journeys — serving as the human escalation layer behind a healthcare chatbot when the system cannot determine the correct next step for a patient. You'll monitor text-based patient conversations, identify patient intent from conversation context, select and send approved responses from the knowledge base, and escalate internally when additional support is needed; this role requires strong written communication, excellent judgment, and the maturity to handle sensitive healthcare topics — including reproductive care — with professionalism, empathy, and strict confidentiality at all times. This is a full-time rotating shift role supporting 24/7 patient coverage, including evenings, nights, and weekends.

What Your Day-to-Day Will Look Like

• Escalation Monitoring & Response: Monitor escalated patient conversations from the chatbot platform, review interaction threads to understand each patient's request or issue, identify the correct intent, and select and send the appropriate approved response from the client knowledge base.
• Internal Escalation: Escalate conversations to the appropriate internal team when the correct response is unclear or when a patient requires additional support beyond what the knowledge base covers.
• HIPAA & Confidentiality Compliance: Maintain strict patient confidentiality and follow HIPAA guidelines at all times — completing required HIPAA training and platform onboarding as part of the role.
• Shift Availability & Responsiveness: Stay available and responsive during assigned shifts — supporting a 24/7 rotating coverage model that includes daytime, evening, overnight, and weekend shifts, with the busiest window running approximately 12:00 PM–9:00 PM ET.
• Team Communication: Coordinate with the client team through Slack, Teams, Jabber, or a similar internal communication tool as needed to flag issues and stay aligned on workflows.
• Platform Feedback: Provide operational feedback to the engineering team on system issues and improvement opportunities observed during patient interactions.

What You Bring

• Healthcare or Patient Support Experience: 2+ years of experience in customer support, patient support, healthcare support, medical virtual assistance, or a similar role — with a track record of handling sensitive or confidential information with care.
• Written Communication Skills: Strong written English with the ability to respond to patients clearly, calmly, and professionally — accurately interpreting messages and selecting the right response even in ambiguous situations.
• Judgment & Workflow Adherence: Strong judgment and a proven ability to follow approved workflows, scripts, and knowledge base guidance — knowing when to act independently and when to escalate.
• Healthcare Topic Comfort: Genuine comfort working in a healthcare environment that includes sensitive topics such as reproductive patient care — approaching every interaction with empathy, professionalism, and a judgment-free mindset.
• Schedule Flexibility: Willingness and ability to work a rotating shift schedule to support 24/7 patient coverage, including evenings, nights, and weekends — remaining responsive and available throughout assigned shifts.

Bonus Points if:

• You have prior experience supporting a healthcare technology company, telehealth platform, clinic, or patient care organization.
• You have familiarity with HIPAA or have completed prior HIPAA training.
• You have experience with chatbot escalation workflows, ticketing systems, live chat, or AI-assisted support tools.
• You have experience using Slack, Teams, Jabber, Zendesk, Intercom, or similar communication and support platforms.
• You have a nursing, medical, healthcare administration, or allied health educational background.

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.