Customer Service Associate

Industry

Consumer Biotech / Digital Health

Work Arrangement

Fully Remote

Job Type

Full-time

Work Schedule

40+ hours per week

Flexible scheduling required, including potential weekend shifts and short-notice schedule adjustments

UK (BST) and US (EST) time zone coverage based on operational needs

Locations

Philippines, LATAM, Anywhere Remote

About Pearl Talent

Pearl works with the top 1% of candidates from around the world and connects them with the best startups in the US and EU. Our clients have raised over $5B in aggregate and are backed by companies like OpenAI, a16z, and Founders Fund. They're looking for the sharpest, hungriest candidates who they can consistently promote and work with over many years. Candidates we've hired have been flown out to the US and EU to work with their clients, and even promoted to roles that match folks onshore in the US.

Hear why we exist, what we believe in, and who we're building for: WATCH HERE

Why Work with Us?

At Pearl, we're not just another recruiting firm—we connect you with exceptional opportunities to work alongside visionary US and EU founders. Our focus is on placing you in roles where you can grow, be challenged, and build long-term, meaningful careers.

About the Company

Our client is a fast-growing consumer biotech and digital health company focused on expanding access to next-generation healthcare solutions. They operate at the intersection of technology, clinical operations, and patient experience, using modern systems to improve healthcare delivery at scale. The company is highly mission-driven and operates in a fast-paced, execution-focused environment.

Role Overview

The Customer Service Associate plays a critical role in delivering a seamless, patient-first experience across the full healthcare journey. This role supports customers with care coordination, billing, medication logistics, and clinical workflows while partnering closely with clinicians and internal teams. The work is highly operational, detail-oriented, and execution-heavy, requiring comfort in high-intensity and rapidly evolving environments. This role is ideal for someone who takes strong ownership, values service excellence, and is motivated to grow into more Senior Customer Service or leadership roles over time.

Your Impact:

You will directly contribute to improved patient satisfaction by ensuring timely, accurate, and empathetic support throughout the care journey. Your work will help streamline clinical and operational workflows, reducing delays and friction for both patients and clinicians. By identifying inefficiencies and sharing actionable feedback, you will influence product and process improvements that scale customer experience quality. Your attention to compliance and data accuracy will help maintain trust, safety, and regulatory alignment across operations.

Core Responsibilities

Medical Assistance & Clinical Support – 30%

• Ensure clinicians have complete and accurate patient information within EHR systems.
• Support medical charting, lab uploads, and documentation preparation.
• Triage medical-related support tickets to appropriate clinical teams.
• Maintain compliance with healthcare data and documentation standards.

Care Coordination & Medication Management – 25%

• Coordinate between clinicians, pharmacies, and patients to support prescription fulfillment.
• Assist with appointment scheduling and clinician–patient coordination when needed.
• Resolve medication delivery and fulfillment issues proactively.
• Act as an operational bridge between clinical and pharmacy partners.

Customer Support & Customer Success – 30%

• Handle customer inquiries related to billing, shipping, care, and provider questions.
• Own the end-to-end customer experience from onboarding through ongoing care.
• Deliver clear, empathetic, and efficient communication across all touchpoints.
• Manage a limited volume of phone calls for complex issue resolution when required.

Process Improvement & Product Feedback – 15%

• Identify repetitive or inefficient workflows and document actionable feedback.
• Partner with internal teams to support improvements to CX systems and processes.
• Maintain required compliance certifications (e.g., HIPAA, GDPR) on schedule.

Requirements
Must-Haves (Required)

• Excellent written and spoken English communication skills.
• Strong organizational skills with the ability to manage multiple workflows simultaneously.
• High attention to detail, especially when handling sensitive or protected health information.
• Ability to operate effectively in fast-paced, high-intensity environments.
• Self-directed learning ability with comfort adopting new tools and systems quickly.
• Strong service mindset with a patient-first orientation and ownership mentality.

Nice-to-Haves (Preferred)

• 2+ years of experience in Customer Support, Customer Success, Medical Assistance, or Care Coordination.
• Background in healthcare, nursing, pharmacy, or medically adjacent fields.
• Experience with medical billing, healthcare operations, or clinical workflows.
• Familiarity with no-code tools or automation-focused systems.

Tools Proficiency
Must-Haves (Required)

• EHR or healthcare workflow systems
• Customer support or ticketing platforms
• Slack
• Email
• Notion
• Google Workspace

Nice-to-Haves (Preferred)

• CRM or CX platforms
• Scheduling tools
• No-code or automation tools

Benefits

• Competitive Salary: Based on experience and skills

• Remote Work: Fully remote—work from anywhere

• Performance Bonus: Based on data accuracy, reporting timeliness, and overall sales efficiency
• Team Incentives: Recognition for maintaining 100% CRM hygiene and on-time reporting
• Generous PTO: In accordance with company policy
• Health Coverage for PH-based talents: HMO coverage after 3 months for full-time employees
• Direct Mentorship: Guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Connect with professionals worldwide

Our Recruitment Process

1. Application
2. Screening
3. Skills Assessment
4. Top-grading Interview
5. Client Interview
6. Job Offer
7. Client Onboarding

Ready to Join Us?

If this role aligns with your skills and goals, apply now to take the next step in your journey with Pearl.

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