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Customer Support

Full Time Employee

Job Summary

pulling consents from EHR, calling patient/patient families for verbal consent, emailing/calling customers, outreaching for offline units, etc.

Job Description

Role: Customer Support
  
Work set up: Homebased
Work Schedule: Client Time Zone: Monday to Friday, 8:00 AM - 5:00 PM PST (Local Time: Tuesday to Saturday, 12:00 AM - 9:00 AM PH Time)

About the Role
  
As a Customer Support Representative, you will play a key role in supporting patient coordination and ensuring accurate, timely communication for patients, and families. You will help facilitate consent processes, manage outreach activities, and support operational workflows that contribute to improved patient care outcomes.
  
Key Responsibilities
  • Pull and review patient consent records from the Electronic Health Record (EHR) system
  • Contact patients and/or their family members to obtain verbal consent in accordance with compliance and privacy requirements
  • Clearly document consent details and update records in the system accurately and in a timely manner
  • Communicate with customers via phone and email to provide updates, respond to inquiries, and support coordination needs
  • Conduct outbound calls and emails for follow-ups and service-related communication
  • Perform outreach for offline units and ensure proper coordination with relevant teams or stakeholders
  • Verify patient or customer information to ensure accuracy before documentation or escalation
  • Ensure all interactions are professional, empathetic, and patient-centered
  • Support general administrative and coordination tasks as needed to maintain workflow efficiency
Key Skills & Qualifications
  • Experience in customer support, healthcare support, or administrative coordination
  • Strong communication skills (phone, email, and written documentation)
  • High attention to detail, especially in handling patient data and consent
  • Comfortable working with EHR systems or similar healthcare platforms (preferred)
  • Ability to handle sensitive information with confidentiality and professionalism
  • Strong organizational and multitasking abilities in a fast-paced environment
  • Empathetic, patient-focused approach when handling calls with patients or families

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