Twoconnect

Patient Support Representative

Twoconnect

full-time

Posted on:

Location Type: Remote

Location: Philippines

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About the role

  • Manage the live chat line, responding promptly to patient inquiries with professionalism and empathy. Mostly text and email with occasional phone support.
  • Provide accurate information about products, services, and order processes, within approved guidelines.
  • Triage patient queries to the appropriate internal teams (sales, clinical, or logistics) as required.
  • Follow up with patients to ensure their queries or requests are resolved satisfactorily.
  • Maintain clear, professional, and compliant written communication across multiple channels and inboxes.
  • Support the customer service and sales teams with patient-related administrative tasks - using existing document and email templates.
  • Facilitate the escalation of more complex requests to a nurse or the correct internal team member.
  • Maintain accurate patient interaction records in CRM and order management systems.
  • Assist with reporting and documentation relating to patient inquiries and service levels.
  • Collaborate with logistics and fulfillment teams to ensure smooth and timely delivery of patient orders.
  • Handle patient information with confidentiality, adhering to privacy and data protection requirements.
  • Other roles specific duties as they arise.

Requirements

  • Certificate or Diploma in Health Administration, Customer Service, or related field.
  • Prior experience in a healthcare, pharmaceutical, or natural health company preferred.
  • Experience providing online or chat-based support highly advantageous.
  • Proficiency with CRM or customer support platforms (HubSpot Help Desk experience highly advantageous).
  • Competent in Microsoft Office and Google Workspace.
  • Familiarity with order management systems (e.g., CIN7, Xero) preferred.
  • Excellent English language and written communication skills.
  • Empathetic and patient-focused communication style.
  • Strong attention to detail and ability to handle sensitive information discreetly.
  • Professional, calm, and confident under pressure.
  • Organised and reliable, with the ability to manage multiple tasks efficiently.
  • Passion for natural medicine and improving patient wellbeing.
  • Integrity and respect in dealing with confidential information.
  • Team-oriented, collaborative, and proactive in supporting others.
Benefits
  • Work from home
  • Mon - Fri: 7:00 AM – 4:00 PM PHT(*adjustments will be made for daylight saving time*)
  • HMO with 1 free dependent and medical reimbursements
  • Government-mandated benefits
  • Work from home allowances
  • Opportunities to work with leading companies in Australia and beyond
  • Training programmes for career development
  • Engaging company outings, team activities and wellness sessions
  • Supportive, inclusive culture
  • Dedicated managers focused on your growth and success

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceonline supportchat-based supportorder management systemsCRMreportingdocumentationadministrative tasksdata protectionpatient interaction records
Soft skills
professionalismempathycommunicationattention to detailconfidentialitycalm under pressureorganisedreliableteam-orientedcollaborative
Certifications
Certificate in Health AdministrationDiploma in Health AdministrationCertificate in Customer Service