Patient Support Executive

5 days ago

Karachi GulshanEIqbal, Pakistan Teksoft Solutions Full time 500,000 - 1,500,000 per year

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 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

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