Care Team Support Agent (Contract) — Remote (South Africa)

🌍 We’re hiring — Care Team Support Agent (Remote | South Africa)

We’re a U.S. telehealth company helping patients manage performance anxiety and insomnia — and we’re growing our care team.

This is a remote contractor role built for someone who’s sharp, empathetic, and thrives in structured, regulated environments.

What you’ll be doing:

✅ Supporting patients via chat and phone (PST hours)

✅ Guiding onboarding and treatment workflows

✅ Handling prescriptions, orders, and billing queries

✅ Escalating clinical concerns with good judgment

You’re a great fit if you have:

🔹 Strong English (C1+)

🔹 CX experience in healthcare, insurance, or fintech

🔹 Comfort with sensitive, compliance-driven conversations

🔹 Weekend availability (2x/month)

🔹 Note: Role operates on PST hours — approx. 3pm–6am SAST(Shift dependent)

Contract role | Fully remote

About the Company

We are a U.S.-based telehealth company providing safe, effective treatment for performance anxiety and sleep-related conditions. We combine clinical expertise with a patient-first approach to make quality care more accessible.

About the Role

We are growing our Care Team and looking for a detail-oriented, empathetic Care Team Support Agent to support patient communication, order coordination, and onboarding. This is a fully remote contractor role based in South Africa, working PST hours including weekend availability (1-2 weekends per month).

Responsibilities

• Respond to patient inquiries via chat and phone in a professional, empathetic manner
• Guide patients through onboarding, subscription terms, and treatment workflows
• Review and support prescription and refill requests per internal protocols
• Troubleshoot order, shipping, and billing issues
• Escalate clinical or safety concerns appropriately
• Maintain accurate documentation and adhere to compliance standards

Requirements

• Strong written and verbal English proficiency (C1+)
• Experience in customer support, preferably in healthcare, insurance, fintech, or another regulated industry
• Familiarity with mental health and wellness concepts (anxiety, sleep disorders)
• Comfortable handling sensitive patient interactions with professionalism
• Experience in SOP-driven or compliance-heavy environments
• High attention to detail with ability to identify risks or inconsistencies

Nice to Have

• Telehealth or medical practice experience
• Familiarity with Stripe or similar payment platforms
• Prescription workflow or pharmacy coordination experience

Working Model

• Independent contractor engagement
• Fully remote
• PST hours (approx. 3pm–6am SAST–Shift dependent)
• Weekend coverage required: 2 weekends per month

What We’re Looking For

We value structured thinking, sound judgment under ambiguity, and the ability to balance patient experience with compliance requirements. If you’ve worked in environments where getting it wrong has real consequences — and you’ve thrived — we want to hear from you.