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.

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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 healthcare technology company operating in the telemedicine space. They build technology-driven solutions that enable scalable, direct-to-patient care while maintaining strict compliance with healthcare regulations. The organization operates in a fast-paced, highly regulated environment and serves patients across multiple regions.

Role Overview

The Customer Service Associate plays a frontline role supporting patients throughout their healthcare journey in a telemedicine environment. This role focuses on customer support, care coordination, and pharmacy-related workflows while ensuring accuracy, empathy, and compliance. You will work closely with clinicians, CX leads, and pharmacy partners to resolve patient concerns efficiently and professionally. The work is execution-heavy, detail-oriented, and requires comfort handling sensitive health information. This role is well-suited for individuals who are organized, patient-focused, and thrive in high-volume, regulated environments.

Your Impact:

You will directly contribute to high patient satisfaction by delivering timely, empathetic, and accurate support. Your work ensures smooth coordination between patients, clinicians, and pharmacy partners, reducing delays and operational friction. By maintaining accurate documentation and compliance standards, you help safeguard patient trust and regulatory integrity. You will also support continuous improvement by identifying recurring issues and workflow gaps that impact patient experience and operational efficiency.

Core Responsibilities

Customer Support & Experience – 30%

• Respond to inbound inquiries via email, chat, and ticketing platforms.
• Resolve questions related to orders, billing, delivery, account access, and program support.
• Own customer cases end-to-end, ensuring timely resolution and follow-through.
• Maintain empathetic, professional communication while managing multiple cases concurrently.
• Accurately document all interactions in internal systems.

Medical Assistance & Care Coordination – 25%

• Prepare and organize patient records for clinician review.
• Upload and manage medical documentation, lab results, and supporting records.
• Coordinate clinician appointments or follow-ups when required.
• Ensure patient information is complete, accurate, and ready for clinical action.

Pharmacy & Medication Coordination – 20%

• Coordinate with pharmacy partners to ensure prescriptions are processed and delivered on time.
• Track medication fulfillment and follow up on delays or delivery issues.
• Communicate medication status, timelines, and next steps clearly to patients.
• Escalate pharmacy-related issues according to established procedures.

Escalations, Calls & Documentation – 15%

• Identify cases requiring escalation and route them according to SOPs.
• Handle limited inbound or outbound phone calls when requested by patients.
• Document call outcomes and escalation actions accurately.
• Follow defined escalation paths and compliance requirements.

Process Improvement, Compliance & Quality – 10%

• Identify recurring issues, workflow gaps, and patient pain points.
• Provide clear feedback to CX leads and internal stakeholders.
• Handle protected health information with strict attention to privacy and accuracy.
• Complete required compliance and security training on time.

Requirements
Must-Haves (Required)

• 1–3 years of experience in customer support, service operations, or care coordination.
• Excellent written and spoken English communication skills.
• Strong attention to detail and organizational skills.
• Ability to manage high case volumes without sacrificing quality or accuracy.
• Comfort working across multiple systems and workflows.
• Strong sense of responsibility when handling sensitive and confidential information.

Nice-to-Haves (Preferred)

• Experience in healthcare, telemedicine, pharmacy, or medical administration.
• Background in customer support, care coordination, or medical billing.
• Familiarity with EHR systems or healthcare ticketing platforms.
• Healthcare-related education or training.

Tools Proficiency
Must-Haves (Required)

• Ticketing platforms
• Customer support platforms
• Internal documentation tools
• Secure communication systems
• EHR or medical record systems

Nice-to-Haves (Preferred)

• Workflow automation tools
• CRM platforms
• Healthcare-specific software

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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