Customer Support Specialist

About the Role

As a Patient Support/Customer Support Specialist, you are on the front lines of the patient experience, helping people successfully access the medications they need. You will guide patients through enrollment, resolve barriers related to insurance or affordability, and provide support across phone, email, and chat. This role is well-suited for individuals who thrive in fast-paced, evolving environments.

Key Responsibilities

• Connect with patients via phone, email, and chat to guide them through enrollment, onboarding, and prescription fulfillment.
• Conduct outbound outreach to support patients in completing key steps in their prescription journey.
• Serve as a central point of coordination between patients, providers, and insurers to resolve issues efficiently.
• Assist with insurance verification, benefits coordination, and financial assistance programs.
• Support pharmaceutical program requirements and triage clinical questions to pharmacists or appropriate teams.
• Research and resolve patient issues using internal tools and resources.
• Accurately document all interactions and key insights to ensure a seamless patient experience.
• Meet and exceed performance goals related to quality, productivity, and patient satisfaction.
• Identify trends or gaps in the patient experience and share feedback to improve processes and products.
• Maintain strict confidentiality and handle sensitive patient information in compliance with HIPAA and company policies.
• Continuously learn and adapt to new products, workflows, and program updates.

Requirements & Tech Stack

• Strong communication skills (verbal and written).
• Comfortable using technology and learning new systems quickly.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Curious, adaptable, and eager to learn.
• Self-starter with a strong sense of ownership and accountability.
• Passion for helping others and delivering high-quality patient care.
• Ability to work collaboratively across teams.

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree is a plus.
• Prior customer service experience in retail, call center, or other customer-facing environments is a plus.

Location & Schedule

• Full-time, hourly role.
• On-site: 5 Penn Center Blvd, Robinson Township, Pittsburgh, PA.
• Multiple scheduling options available, including 4-day workweeks.
• Shifts scheduled between Monday–Friday, 8:00 AM – 9:00 PM EST.
• Rotating Saturday shifts (9:00 AM – 5:00 PM EST).
• Schedules may evolve based on business needs.