The Patient Support Representative is responsible for providing professional and empathetic support to patients across multiple communication channels including live chat, email, and occasional phone interactions. The role focuses on managing patient enquiries, ensuring accurate information is provided regarding products and services, and coordinating with internal teams to resolve patient requests efficiently. This position plays an important role in maintaining a high standard of patient experience while supporting customer service, sales, and logistics teams through clear communication and accurate documentation.

• Manage the live chat line, responding promptly to patient enquiries with professionalism and empathy.
• Provide accurate information regarding products, services, and order processes in accordance with approved guidelines.
• Triage patient enquiries and escalate to the appropriate internal teams including sales, clinical, or logistics when required.
• Follow up with patients to ensure enquiries and requests are resolved in a timely and satisfactory manner.
• Maintain clear, professional, and compliant written communication across email, chat, and other support channels.
• Support the customer service and sales teams with patient-related administrative tasks using established templates and documentation processes.
• Escalate complex patient matters to clinical staff, including nurses or specialist team members where appropriate.
• Maintain accurate records of patient interactions within CRM and order management systems.
• Assist with reporting and documentation related to patient enquiries and service performance.
• Coordinate with logistics and fulfilment teams to ensure timely delivery of patient orders.
• Handle patient information confidentially in line with privacy and data protection requirements.
• Other position-level duties as they arise.

• Certificate or Diploma in Health Administration, Customer Service, or a related discipline.
• 1-5+ years’ experience in customer service, patient support, or healthcare administration roles.
• Prior experience within healthcare, pharmaceutical, wellness, or natural health organisations preferred.
• Experience providing online or live chat-based customer support highly advantageous.
• Proficiency using CRM or customer support platforms (HubSpot Help Desk experience highly advantageous).
• Competent with Microsoft Office and Google Workspace tools.
• Familiarity with order management systems such as CIN7 or Xero (advantageous).
• Excellent written English communication skills with the ability to convey information clearly and professionally.
• Empathetic, patient-focused communication style with strong interpersonal awareness.
• High attention to detail and ability to handle sensitive information with discretion.
• Ability to remain calm, professional, and solution-focused in a fast-paced support environment.
• Strong organisational skills and ability to manage multiple tasks and enquiries simultaneously.
• Collaborative team approach with a proactive mindset.
• Interest in natural health, wellness, or patient wellbeing (advantageous).

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity: 

• Work from home
• Mon - Fri: 7:00 AM – 4:00 PM PHT(adjustments will be made for daylight saving time)
• HMO with 1 free dependent and medical reimbursements
• Government-mandated benefits
• Work from home allowances
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. 

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

🔗 Learn more about us through our official pages:

Website: https://twoconnect.com.au/

Careers: https://apply.workable.com/twoconnect-careers/

LinkedIn: https://linkedin.com/company/twoconnectau

Facebook: https://www.facebook.com/2woconnect/

Instagram: https://www.instagram.com/twoconnect_/