Patient Support Executive (Night Shift)

Location: Gulshan-e-Iqbal, Block 4, Karachi — Onsite Qualification: Pharm D (mandatory) Employment Type: Full-time | Night shift (US hours)About the RoleWe are hiring a Pharm D–qualified Patient Support Executive to handle live patient calls throughout the shift. You’ll support medication refills, appointment/scheduling concerns, and general patient queries with clear, empathetic communication and accurate documentation.Key ResponsibilitiesLive Call Handling: Stay available on the phone/chat system for the full shift to receive inbound patient calls.Medication Refills: Verify refill eligibility, confirm medication details/dosage, gather pharmacy information, and route to the clinical team/provider per protocol.Scheduling & Coordination: Manage appointment requests, reschedules, cancellations, and follow-ups; send confirmations and reminders.Documentation: Record all interactions promptly and accurately in the EHR/PM (reason for call, actions taken, outcomes).Triage & Escalation: Identify issues that need clinical attention (e.g., adverse effects, dose errors) and escalate per SOP; avoid clinical advice beyond scope.Patient Experience: Communicate with empathy, maintain professional tone, and ensure first-contact resolution where possible.Compliance: Adhere to HIPAA/PHI privacy, identity verification procedures, and internal SOPs.Collaboration: Coordinate with clinical, scheduling, and billing teams to resolve patient concerns quickly.Must-Have Qualifications & SkillsPharm D with strong knowledge of medications, doses, refills, and pharmacy workflows.Excellent English communication (spoken & written); neutral, patient-friendly tone.Proven call-center or patient-facing experience (healthcare preferred).High attention to detail, accuracy in documentation, and disciplined follow-through.Comfortable with night shifts (US hours) and being continuously “live” on phones/chat.Proficiency with EHR/Practice Management systems, call software, Google Workspace (Docs/Sheets/Chat).Nice to HaveExperience in ambulatory care, telehealth, or hospital call centers.Basic knowledge of insurance verification and prior authorization workflows.Shift & LocationShift: Night (US hours). Exact schedule shared during interviews.Work Model: Onsite.Office: Gulshan-e-Iqbal, Block 4, Karachi.BenefitsCompetitive salaryHealth insurancePick & drop for female candidatesPerformance KPIsAverage speed of answer & abandonment rateFirst-contact resolution and patient satisfaction scoresDocumentation accuracy & timeliness in EHRAdherence to schedule (login time, talk time, after-call work)Escalation accuracy and compliance with SOPsHow to ApplyEmail your CV to career@teksoft.net with the subject:“Patient Support Executive (Night Shift) — Pharm D"Or apply directly on LinkedIn..