At Pearl Talent, we connect professionals with exceptional opportunities to build meaningful careers. We are seeking a Customer Success Specialist - A258 to join our client's team. In this role, you will be responsible for supporting patients throughout their journey, ensuring a smooth, clear, and positive experience from first interaction through resolution.
What You'll Do
- Support patients throughout their journey, ensuring a clear, positive, and consistent experience.
- Respond to patient questions via chat, email, and internal systems with empathy and clarity.
- Take ownership of patient concerns from first interaction through resolution.
- Build trust by communicating next steps, timelines, and expectations effectively.
- Maintain accurate documentation of all patient interactions.
- Coordinate with clinical, pharmacy, and operations teams to guide patients through required next steps.
- Proactively follow up on open concerns to ensure patients feel supported and informed.
- Escalate patient concerns when needed while remaining accountable for resolution.
- Track patient progress across orders, prescriptions, and services.
- Communicate delays, updates, or required actions proactively.
- Ensure patients have the information needed to move forward confidently.
- Handle limited phone interactions to resolve concerns or clarify next steps.
- Document conversations, actions taken, and outcomes clearly.
- Handle sensitive information responsibly and in compliance with healthcare standards.
- Identify recurring patient concerns and share feedback with leadership.
- Contribute to improvements in patient communication and experience.
What We're Looking For
- 2+ years in customer success, patient support, or a healthcare-facing service role.
- Fluent in English, with strong written and verbal communication skills.
- Experience managing multiple cases or workflows simultaneously.
- High ownership and accountability with proactive follow-through.
- Comfortable navigating cross-functional collaboration in fast-paced environments.
- Empathetic, patient-facing demeanor.
Nice to Have
- Experience with clinical, pharmacy, or telehealth operations.
- Previous use of CRM systems to track patient interactions.
- Familiarity with healthcare compliance standards (HIPAA or equivalent).
Technical Stack
- Ticketing platforms
- Customer support platforms
- Internal documentation tools
- Secure communication systems
- EHR or medical record systems
- Workflow automation tools
- CRM platforms
- Healthcare-specific software
Team & Environment
You will work in partnership with internal clinical and operations teams.
Benefits & Compensation
- Competitive Salary: Based on experience and skills.
- Remote Work: Fully remote—work from anywhere.
- Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency.
- Team Incentives: Recognition 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: Guidance 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 in the Philippines, LATAM, South Africa, and anywhere remote.
Pearl Talent is an equal opportunity employer.
