Pearl Talent is looking for a Customer Experience Operations Specialist (A258) to play a key role in owning and resolving patient issues across the end-to-end telemedicine experience. This is an execution-focused operations role centered on case ownership, workflow navigation, and cross-functional coordination in a fast-paced, mission-driven environment.
What You'll Do
- Own patient cases end-to-end across chat, email, and internal systems until full resolution.
- Investigate issues related to billing, orders, accounts, and service workflows.
- Navigate multiple tools and workflows without unnecessary handoffs or dropped cases.
- Handle complex or sensitive cases with professionalism, empathy, and accountability.
- Maintain clear, accurate, and complete documentation across all systems.
- Diagnose root causes of issues across operational, clinical, and pharmacy workflows.
- Partner with internal teams to unblock cases and drive resolutions forward.
- Escalate issues thoughtfully while retaining ownership of outcomes.
- Identify service gaps and ensure they are addressed proactively.
- Prepare, review, and organize patient or customer information required for next steps.
- Track order, prescription, or service milestones and follow up on delays.
- Communicate timelines, requirements, and updates clearly to patients.
- Handle limited inbound or outbound calls when required to resolve complex cases.
- Document escalations, actions taken, and final outcomes accurately.
- Handle sensitive information with strict attention to accuracy, privacy, and compliance.
- Identify recurring operational issues and share insights with CX and Operations leads.
- Support ongoing workflow and process improvements.
What We're Looking For
- 2+ years of experience in customer operations, customer support operations, or CX roles.
- Experience owning complex cases end-to-end rather than high-volume call queues.
- Strong problem-solving and root-cause analysis skills.
- High attention to detail and comfort working within structured systems and workflows.
- Excellent written and verbal English communication skills.
- Ability to work cross-functionally with clinical, pharmacy, or operations teams.
- Comfort handling sensitive or regulated information with professionalism.
Nice to Have
- Experience in healthtech, telemedicine, or regulated service environments.
- Familiarity with healthcare workflows, prescriptions, or order management.
- Experience supporting escalation-heavy or exception-based cases.
Technical Stack
- EHR or healthcare workflow systems
- Customer support or ticketing platforms
- Slack, Notion, Google Workspace
- CRM or CX platforms
- Scheduling tools
- No-code or automation tools
Team & Environment
You will partner closely with clinical, pharmacy, and operations teams to resolve cases and improve workflows.
Benefits & Compensation
- Competitive Salary based on experience and skills.
- Performance Bonus based on data accuracy, reporting timeliness, and overall sales efficiency.
- Team Incentives for maintaining 100% CRM hygiene and on-time reporting.
- Generous PTO in accordance with company policy.
- Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees.
- Direct Mentorship from international industry experts.
- Learning & Development: Ongoing access to resources for professional growth.
- Global Networking: Connect with professionals worldwide.
Work Mode
This is a fully remote position open to candidates based in the Philippines.
Pearl Talent is an equal opportunity employer.
