Patient Support Executive (Night Shift)

Job Title: 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 Role

We 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 Responsibilities

• Live 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 & Skills

• Pharm 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 Have

• Experience in ambulatory care, telehealth, or hospital call centers.
• Basic knowledge of insurance verification and prior authorization workflows.

Shift & Location

• Shift: Night (US hours). Exact schedule shared during interviews.
• Work Model: Onsite.
• Office: Gulshan-e-Iqbal, Block 4, Karachi.

Benefits

• Competitive salary
• Health insurance
• Pick & drop for female candidates

Performance KPIs

• Average speed of answer & abandonment rate
• First-contact resolution and patient satisfaction scores
• Documentation accuracy & timeliness in EHR
• Adherence to schedule (login time, talk time, after-call work)
• Escalation accuracy and compliance with SOPs

How to Apply

Email your CV to career@teksoft.net with the subject:

“Patient Support Executive (Night Shift) — Pharm D"

Job Type: Full-time

Application Question(s):

• Expected Salary?
• Comfortable with night shifts? 5PM to 2AM or 6PM to 3AM?
• Any notice period?

Work Location: In person

Expected Start Date: 10/11/2025