As a Patient Support Tier 1 Specialist at PHILRx, you'll handle patient communications via phone, email, and SMS, providing assistance on inquiries related to their prescription orders and the PHILRx process. You'll be responsible for delivering status updates, explaining pricing, and offering technical support. Your role will involve working collaboratively with leadership and various teams to ensure patient concerns are resolved promptly, relying on resources like the Zendesk Guide knowledgebase for accurate answers and guidance.

To apply for the Patient Support Tier 1 Specialist role at PHILRx, you should have at least one year of customer support experience, preferably in a call center environment. Exceptional communication skills, both written and verbal, are vital, as is a competent understanding of computer systems. If you're adaptable to changing circumstances and can navigate multiple software systems efficiently, you'll find this role fulfilling and well-suited to your skills.

As a Patient Support Tier 1 Specialist at PHILRx, you’ll be expected to meet performance metrics after 90 days, which include achieving a customer satisfaction (CSAT) rating of 85% or higher, maintaining a less than 5% error rate, and handling at least 9 tickets or calls per hour. Adhering to your scheduled shifts at least 90% of the time is also required to ensure consistent service.

While prior call center experience is preferred for the Patient Support Tier 1 Specialist position at PHILRx, it's not strictly necessary. What's important is a solid background in customer support, coupled with strong communication skills and the ability to remain calm under pressure while addressing patient inquiries.

Patient Support Tier 1 Specialists at PHILRx primarily use the Zendesk platform to manage patient inquiries. Familiarity with navigating this and other software systems smoothly is crucial to your success in the role, as it enables you to find answers quickly, track interactions, and ensure efficient problem resolution.

To effectively handle a frustrated patient, I would first listen actively to understand their concerns, acknowledging their feelings. I would then reassure them that I'm here to help and quickly gather the necessary information to address their issue. My focus would be on providing clear, empathetic communication while finding a solution that meets their needs.

I have hands-on experience using Zendesk, where I've managed ticket systems, responded to inquiries, and accessed the knowledgebase to find solutions efficiently. I’m adept at utilizing the software's features to enhance productivity and improve response times, ensuring that patients receive timely assistance.

To stay organized during busy shifts, I prioritize tasks based on urgency and complexity. I make use of tools like ticketing systems to track pending requests and ensure nothing falls through the cracks. Keeping communication open with teammates also helps us support each other throughout peak times.

I stay updated on changes in policies or procedures by actively participating in training sessions and team meetings. I also refer back to internal documentation and resources regularly to ensure that I have the latest information at my fingertips for patient interactions.

Collaboration for me means open communication and a willingness to support my teammates. I believe in sharing knowledge, whether it’s by asking for help or offering solutions to ongoing challenges. A strong team dynamic enhances our ability to provide excellent support to our patients.

In a previous role, I encountered a customer who needed urgent assistance with their order. I took the initiative to follow up repeatedly until their issue was resolved, providing them with regular updates throughout the process. Their gratitude reinforced my commitment to ensuring every customer feels valued.

During high-volume call periods, I stay calm and focused, prioritizing urgent inquiries while managing tickets simultaneously. I ensure to document each interaction so I can return to anything that needs follow-up. This method allows me to provide quality support without sacrificing efficiency.

Patience is vital in customer support roles because it fosters a positive interaction, especially with frustrated customers. Taking the time to listen and understand their issues can diffuse tense situations and lead to satisfactory resolutions, ultimately enhancing the customer experience.

I believe my communication skills, resilience, and adaptability make me a strong fit for the Patient Support Tier 1 Specialist role. I have a genuine passion for helping others and possess the ability to remain calm in high-pressure situations, allowing me to provide exceptional support to patients.

When learning a new software system, I would first familiarize myself with its features through exploring the interface. I would seek out training resources offered by the company and ask for guidance from colleagues who have experience. Hands-on practice is essential for grasping functionality effectively.