{"id":711568,"url":"https://alion.io/job/phil-patient-support-specialist","title":"Patient Support Specialist","company":{"id":686036,"name":"Phil","domain":"phil.us","url":"https://alion.io/company/phil-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":91,"open_postings":15,"ghost_share":0.067,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":89,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":20,"max":21,"currency":"USD","period":"hour","gross":null,"usd_annual":42000},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-03-20T15:28:16Z","employer_posted_date":"2026-03-20","last_verified_at":"2026-11-10T21:18:51Z","board_verified":true,"closed_at":null,"days_open":235,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":234},"description":"Patient Support Tier 1 Specialist\nDescription, and ideal candidate description:\nTier 1 specialists handle all phone calls, emails, and SMS messages from patients answering questions about PhilRx, the PhilRx process, or about their specific prescription order. This includes status updates, pricing explanations, technical support with the My.Phil account, enrollment support, outbound calls/emails to collect additional required information, etc.\nTier 1 specialists work collaboratively with the Psup leadership and PhilRx teams to resolve issues in a timely manner. They are expected to be capable of reviewing and understanding the status of an order quickly to educate the patient in response to their inquiry.\nThe ideal candidate will be one who can navigate multiple software systems quickly and easily, has excellent written and verbal communication skills, and is adaptable, open to feedback, and would do anything within policy and reason to help get the situation solved for the patient. The ideal candidate must also be resilient, and not take patient anger or frustration personally.\nResponsibilities:\nBe signed into Zendesk, and consistently working in the ticket and phone queues assigned by your team lead.\n\nUse your resources in the Zendesk Guide knowledgebase to locate the answers to patient questions, and for process steps to complete work.\n\nWhen unable to locate documentation, ask for support using chat groups in order to provide a timely response to the patient.\n\nMinimum performance metrics required after 90 days of work:\nObtain 85% or better CSAT ratings\n\nAchieve less than 1% error rate\n\nComplete 10 tickets/calls per hour\n\nAdhere to the published work schedule >94% of the time\n\nOther metrics may be assigned upon management discretion\n\n Requirements:\nMinimum 1 year of customer support experience (call center experience is preferred).\n\nMinimum 1 year of healthcare experience, preferably in enrollments or insurance\n\nStrong attention to detail, with experience in an environment with low/no tolerance for errors\n\nStrong phone presence with exemplary customer service skills\n\nStrong written comprehension and written communication skills\n\nCapable of quickly searching knowledgebase to locate answers\n\nFamiliar with following complex processes, and navigating multiple software systems during their workday\n\nMust have a good understanding of computers, hardware, networks, etc.\n\nAdaptable to swift changes\n\nOpen to giving and receiving feedback graciously and professionally\n\nSchedule:\nPatient Support Business Hours are 6a-6p PST Monday-Friday, and 6a-3p PST on Saturdays, Sundays and holidays. We are open 365 days per year. Employees must be available for any shift within business hours, but employees are provided a regular shift that would only change with notice.\n\nOvertime may be available, and will occasionally be required.\n\nHoliday work may be required if there aren’t enough volunteers to cover the shift.\n\nBenefits:\nGround floor opportunity with one of the fastest-growing startups in health-tech\n\nFully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV\n\nCompetitive compensation (commensurate with experience)\n\nFull benefits (medical, dental, vision)\n\n401(k)","description_format":"text","description_chars":3323,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Pharmacies"],"lifecycle":[{"event":"open","at":"2026-09-11T04:56:40Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.442,"p_room":0.28,"age_days":234,"expected_fill_days":89,"reasons":["conf:1","win:tail","crowd:junior"],"computed_at":"2026-11-10T06:52:35Z"},"pay":{"stated_usd_annual":42000,"is_top_pay":false},"html_url":"https://alion.io/job/phil-patient-support-specialist","json_url":"https://alion.io/job/phil-patient-support-specialist.json","meta":{"generated_at":"2026-11-10T22:03:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":732,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":686036},"rest":"https://alion.io/mcp/rest/get_company?id=686036"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fphil-patient-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fphil-patient-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fphil-patient-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/phil-patient-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fphil-patient-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":711568}},{"tool":"search_jobs","arguments":{"company":"phil.us","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":711568},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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