Fridays Health

2 weeks ago

Makati City, National Capital Region, Philippines Booth Full time

Customer Service Representative (Patient Support)

Location: Remote

Position Type: Full-Time

Schedule: 9-hour shifts (includes 1-hour unpaid lunch)

About Fridays
Fridays is a mission-driven telehealth company focused on making high-quality, affordable care accessible to everyone. We provide life-changing medications, coaching, and ongoing support for weight care and wellness—delivered entirely from the comfort of our patients' homes.

Our patients often come to us during vulnerable moments in their health journey. We take that responsibility seriously and lead every interaction with empathy, clarity, and accountability.

Position Overview

At Fridays, our Customer Service Representatives are more than support agents—they are patient advocates. This role requires a strong balance of emotional intelligence, attention to detail, and adaptability. You will support patients across live chat, email, and phone while navigating multiple systems, shifting priorities, and time-sensitive issues in a fast-paced startup environment.

You will also communicate directly with internal teams and clinical partners to ensure patient concerns are addressed accurately, safely, and efficiently.

What You'll Do

  • Support patients through live chat, email, and inbound and outbound phone calls with empathy, clarity, and professionalism
  • Assist patients with refunds, billing questions, and payment-related inquiries
  • Help with patient portal access, navigation, and account issues
  • Troubleshoot technical and platform-related concerns
  • Address general questions regarding services, subscriptions, and next steps in care
  • Communicate clearly and compassionately during sensitive or high-stress patient interactions
  • Coordinate with clinical partners and internal teams to resolve issues related to care, medications, or next steps
  • Accurately document all patient interactions to ensure continuity of care and proper follow-up
  • Identify when issues require escalation and follow established workflows and escalation protocols
  • Manage multiple conversations and tools simultaneously in a high-volume, fast-paced environment
  • Contribute to ongoing improvements in workflows, documentation, and overall patient experience

Requirements
What We're Looking For

  • 3–5 years of professional experience in customer service or patient support, preferably in healthcare, telehealth, or another regulated environment
  • Strong ability to communicate with empathy, patience, and emotional awareness
  • Excellent written and verbal communication skills with a calm, professional tone
  • Proven ability to work efficiently in a fast-moving startup with changing priorities
  • High attention to detail and comfort managing multiple systems at once
  • Ability to work independently in a fully remote setting while staying accountable to performance expectations
  • Comfortable following structured workflows while adapting quickly to change
  • English proficiency at B2+ level (written and conversational)

Benefits
Benefits

  • Great Place to Work–Certified company
  • Premium HMO coverage
  • Holistic employee experience programs
  • Work-from-home and hybrid work setup
  • Rewards and performance incentives
  • Monthly engagement activities
  • Career advancement opportunities
  • Paid referral program

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