Patient Support Representative

About the Company

At Philips, our purpose is to improve people’s health and well-being through meaningful innovation. We are a diversified health technology company focused on improving people’s lives through meaningful innovation in the areas of personal health, diagnosis and treatment, and connected care. With a century of innovation, we impact millions of lives daily.

Job Description

As a Remote Patient Support Representative for Philips Healthcare, you will be the first point of contact for patients and clinicians, providing vital technical support, product information, and troubleshooting assistance for our range of innovative medical devices and solutions. This is a 100% remote position based in Kericho Town, Kenya, allowing you to contribute to a world-class healthcare company from the comfort of your home.

Key Responsibilities

• Provide professional and empathetic remote support to patients and healthcare professionals via phone, email, and chat.
• Troubleshoot technical issues related to Philips medical devices and software, guiding users through resolutions.
• Document all interactions and resolutions accurately in our customer relationship management (CRM) system.
• Escalate complex issues to senior support staff or relevant departments as needed.
• Educate users on product features, usage best practices, and maintenance.
• Maintain up-to-date knowledge of Philips products, services, and support procedures.
• Adhere to all compliance, regulatory, and company policies.

Required Skills

• Proven experience in a customer service or patient support role, preferably in a remote environment.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and critical-thinking abilities.
• Proficiency in using CRM software and other remote support tools.
• Ability to empathize with patients and handle sensitive information with discretion.
• High-speed, reliable internet connection and a dedicated quiet workspace at home.

Preferred Qualifications

• Bachelor's degree in a relevant field (e.g., Healthcare Administration, IT, Communications).
• Previous experience in the healthcare or medical device industry.
• Familiarity with medical terminology.
• Ability to speak additional local languages (e.g., Swahili).

Perks & Benefits

• Competitive monthly salary.
• Comprehensive health insurance package.
• Paid time off and holidays.
• Opportunities for professional development and career growth within a global company.
• Access to Philips employee discount programs.
• Work from the comfort of your home.

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