Prescription Support Specialist
Job Overview
This role supports Australian patients and practitioners within our Prescription Haircare (PHC) service. You will play a critical role in ensuring prescriptions, pharmacy coordination, and patient enquiries are handled accurately and efficiently.
We’re looking for someone who thinks proactively, solves problems independently, and maintains exceptional service standards.
Role Overview
The PHC Support Specialist is responsible for delivering high-quality operational and patient support across our Prescription Haircare (PHC) service.
This role supports patients, practitioners, and pharmacy coordination to ensure prescriptions, orders, and communications are handled accurately and efficiently. The position plays a critical role in maintaining service integrity, improving patient experience, and supporting client retention.
This is a cross-functional role requiring full ticket ownership — from enquiry to
resolution.
Key Responsibilities
1. Patient Support
• Respond to patient enquiries via email, SMS, and phone
• Provide clear updates regarding prescriptions, orders, and delivery timelines
• Manage concerns relating to delayed or unprocessed orders
• Ensure professional, empathetic communication at all times
2. Practitioner Support
• Assist practitioners with patient-related queries
• Escalate clinical matters appropriately
• Ensure smooth communication between practitioners and pharmacy
3. Pharmacy Coordination
• Monitor prescription processing and medication dispatch
• Liaise with pharmacy partners regarding delays or order issues
• Escalate urgent medication delays (especially 2+ week cases)
• Ensure patients are proactively updated
4. Ticket Management
• Manage all cases within the ticketing system
• Maintain accurate notes and status updates
• Ensure tickets move through pipeline stages correctly
• Meet response and resolution SLAs
• Identify stalled or aging tickets and action promptly
5. Order & Compliance Checks
• Verify patient details where required (e.g. IHI, Medicare alignment)
• Flag data discrepancies impacting pharmacy processing
• Follow escalation pathways for system or identity issues
6. Quality & Documentation
• Follow all Standard Operating Procedures (SOPs)
• Contribute to improving and updating SOPs
• Maintain high accuracy in documentation and communication
• Ensure no ticket is left without clear next steps
7. Trend Identification & Continuous Improvement
• Identify recurring issues (e.g. pharmacy delays, inactive IHI, onboarding friction)
• Share insights with the PHC Manager
• Support initiatives to reduce repeat complaints
• Contribute to improving retention and patient experience
Key Competencies
• Strong written English communication
• High attention to detail
• Ability to manage workload independently
• Proactive problem-solving
• Comfortable working in a fast-paced remote environment
• Experience in healthcare, SaaS, or customer support preferred
• Experience using CRM systems (HubSpot preferred)
Performance Indicators
• SLA adherence
• Ticket resolution time
• Reduction in repeat complaints
• Accuracy of documentation
• Proactive issue flagging
• Positive patient feedback
Ways of Working
• No task silos — all team members handle tickets end-to-end
• Clear documentation and accountability
• Proactive communication with manager
• Ownership mindset (“own the outcome”)
Why This Role Matters
This position directly impacts:
• Patient trust
• Practitioner confidence
• Pharmacy coordination efficiency
• Client retention
• Brand reputation