Patient Services Representative

This is a fully remote role. About Homera Health Homera Health has built some of today’s largest and fastest-growing D2C telemedicine brands. As we expand existing and new market operations, we’re hiring world-class talent across product design, front-end and back-end engineering, digital marketing, and operations to join us in building the next generation of virtual healthcare experiences.

About the Role

Responsibilities

• Serve as a facilitator between the patient and the company, ensuring a seamless experience.
• Answering questions about the company, offering accurate information about our products and services - Delivering information about the product.
• Ensuring patient satisfaction and maintaining professional patient support.
• Handling patient complaints and identifying the appropriate response and strategy to solve customers' issues as quickly as possible.
• Keep records of patient interactions, process patient accounts, and file documents.
• Take the extra mile to engage with patients.
• Stay updated with products, policies, and services to provide informed support.

Requirements

• 1-3+ years of experience in customer support, patient support, or a related service-driven role - Experience supporting customers or patients via written channels such as chat, email, or ticketing systems - Prior experience in healthcare, telehealth, pharmacy, insurance, medical offices, or other HIPAA-regulated environments is required - Phone-based customer or patient support experience is a strong plus, especially in healthcare or service environments

Nice to Have

• Experience working in telemedicine or related medical contexts.
• Experience supporting customers through the Intercom platform. What’s in it for you? As a full-time member of our team, you’ll enjoy: - Flexible working hours - Work wherever you choose.
• Fun and casual work environment.
• We are a diverse, global team!

• Highlight your experience with HIPAA‑compliant communication tools (e.g., Secure Messaging, Salesforce Health Cloud, or similar EHR platforms) in your resume and be ready to walk through a brief demo of how you document patient interactions while maintaining privacy.
• Prepare a one‑page “Patient Journey Map” that shows a real or simulated case from initial contact to resolution, emphasizing your empathy scripts, triage steps, and how you used metrics (CSAT, AHT) to improve the process; bring this to the interview as a visual portfolio piece.
• In the video interview, mirror Homera’s tone from their website—use compassionate, concise language and cite specific brand values (e.g., “patient‑first” and “innovation”) when answering behavioral questions; interviewers score candidates on cultural fit and tone consistency.
• Demonstrate process‑driven mindset by sharing a short SOP you authored (e.g., “Escalation Workflow for Prescription Queries”) and explain how you measured its impact (error reduction %, time saved). This shows you can thrive in their fast‑paced, regulated environment.
• When discussing compensation, reference the Philippines remote salary benchmarks for telehealth support roles (≈ ₱30,000–₱45,000 monthly) and be prepared to negotiate a performance‑linked raise tied to patient satisfaction targets, showing you understand both market rates and value‑based pay.