Patient Support & Operations Coordinator (Telehealth) Quality Software Web Design - FZCO
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Posted 3 min ago
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Experience
1 - 6 Years
Monthly Salary
AED 3,500 - 5,000 ($946 - $1,351)
Job Location
Education
Diploma
Nationality
Any Nationality
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Act as the first line of support for patients across our four telehealth and pharmacy brands, replying to queries via email, live chat, and our helpdesk
Handle day-to-day patient queries on order status, delivery tracking, consultation follow-ups, address changes, and account amendments
Update orders, refunds, and patient records in our e-commerce platform and CRM
Triage and escalate clinical questions to our prescriber team — you will never provide medical advice, but you'll know exactly when to hand off
Process refunds, replacements, and complaint resolutions within agreed limits and SLAs
Coordinate with our UK clinical team and US fulfilment partners across time zones
Flag chargeback risks, recurring complaints, and operational bottlenecks to the Operations Lead
Maintain accurate patient records, ticket logs, and internal knowledge base articles
Support the wider operations team with basic admin: invoice filing, supplier correspondence, document chasing, and data entry
Keep ticket SLAs tight — first response and resolution times are tracked and reviewed weekly
Identify patterns in patient feedback and share insights with the team to improve products, copy, and processes
Work full-time USA Hours, in-office, from our Dubai office, Sunday to Thursday
Desired Candidate Profile
2 to 4 years of customer service, patient support, or administrative experience — ideally in healthcare, pharmacy, insurance, or another regulated industry
Native or near-native written and spoken English — written tone is critical in healthcare communications, and your writing will be assessed at application stage
Calm, empathetic, and discreet — comfortable handling sensitive symptoms and reassuring frustrated or anxious patients
Detail-oriented — small errors in this role (wrong address, wrong prescription, missed follow-up) cost real money and patient trust
Confident using helpdesk platforms (Zendesk, Freshdesk, Intercom, or similar), CRMs, and Excel/Google Sheets
Fully comfortable handling queries related to weight loss medication (GLP-1), men's sexual health (including ED), testosterone replacement therapy, and longevity treatments — in a professional, non-judgemental tone
Strong organisational skills — able to manage 30 to 60 tickets a day without dropping anything
Currently based in the UAE with valid status (or sponsorable), and ready to commit to full-time, in-office work
Prior exposure to telehealth, e-commerce platforms, or Customer io is a strong plus
Bachelor's degree preferred but not essential — relevant experience and demonstrable English fluency matter more
A second language (Arabic, German) is welcome but not required
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
- Customer Service
- Virtual Care
- Telehealth
- Telehealth Patient Navigator
- Patient Support
- Virtual Care Coordinator
- Remote Patient Support Specialist
- Online Patient Services Coordinator
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Quality Software Web Design - FZCO