Full-Time, Virtual Patient Support Specialist

Role overview This is a full-time, remote Patient Support Specialist position on a vertically integrated direct-to-patient healthcare platform offering telehealth, lab services, and pharmacy delivery nationwide. The role focuses on guiding patients through their care journey by answering questions, troubleshooting account and billing issues, and routing clinical inquiries to the appropriate teams. It is a metrics-driven, high-volume customer support role that combines empathy with operational rigor.

Responsibilities - Handle a high volume of patient interactions across email, phone, live chat, and internal platforms while meeting quality and productivity targets - Support patients with onboarding, product education, account management, order and shipment questions, billing, and general troubleshooting on the website and mobile app - Escalate clinical, operational, or technical concerns through the right channels so patients get appropriate support - Maintain accurate documentation and follow established workflows, with a strong focus on patient safety and confidentiality - Identify recurring issues and emerging trends, then proactively share observations and ideas to improve tools and processes - Stay current on product updates, treatment offerings, and platform changes to deliver accurate, timely assistance

Requirements - 1–2 years of experience in a remote or hybrid customer-facing support role - Demonstrated skill supporting customers across multiple channels such as email and phone with empathy and professionalism - Strong critical-thinking, problem-solving, and organizational skills with sound judgment and attention to detail - Comfort navigating multiple operational and technology systems; familiarity with helpdesk platforms like Zendesk is a plus - Ability to work independently and collaboratively in a fast-paced, evolving environment - Dependability and adaptability, including availability to work pre-scheduled nights, weekends, and designated holidays on a 4x10 schedule

Benefits and work setup - Full-time, approximately 40 hours per week with a 30-minute unpaid lunch break - Three rotating shift options (Sunday–Wednesday, Wednesday–Saturday, or Mon/Tue/Thu/Fri), each 1:00 PM–11:30 PM ET; these 4x10 shifts are not available to candidates residing in California - Comprehensive medical, dental, and vision coverage plus a primary care membership - Healthcare and Dependent Care FSA, 401(k) with company match, and flexible PTO - Wellbeing stipend, paid parental leave, fertility benefits, pet insurance, and student loan refinancing support - Virtual resources for mindfulness, counseling, and fitness