Hirequest is the fastest‑growing healthcare technology company redefining how patients access and afford their medications. We build innovative products that break down the traditional barriers in the prescription supply chain, delivering transparent pricing, free home delivery, and world‑class support directly to patients. Our mission is simple: make prescription care accessible, affordable, and hassle‑free for everyone, everywhere. With a culture rooted in collaboration, curiosity, and relentless improvement, hirequest is on a mission to transform the patient experience and create lasting impact for millions of people each year.
Role Overview
As a
Bilingual Korean Customer Support Specialist
, you will be the frontline advocate for our Korean‑speaking patients, doctors, and insurers. You will resolve inquiries, provide compassionate care, and ensure that every interaction reflects hirequest’s commitment to quality and accessibility. This role blends customer service excellence with a deep understanding of healthcare logistics, making it ideal for individuals who thrive in fast‑paced, data‑driven environments and who are passionate about improving patient outcomes.
Key Responsibilities
- Handle inbound phone calls and chat inquiries from Korean‑speaking patients, healthcare providers, and insurance partners, delivering timely and accurate solutions.
- Provide patient‑centered support by accurately navigating our prescription programs, verifying eligibility, and triaging complex cases to the appropriate internal teams.
- Consistently meet and exceed performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
- Document all interactions in our CRM with meticulous detail, ensuring data integrity and compliance with privacy regulations.
- Leverage the hirequest Knowledge Base and product documentation to resolve issues efficiently and educate patients on best practices.
- Maintain strict confidentiality of patient data and proprietary information in accordance with HIPAA and hirequest privacy policies.
- Stay current on hirequest security protocols, privacy guidelines, and product updates through ongoing training and certification.
- Participate in continuous improvement initiatives by providing frontline feedback on product usability, process gaps, and customer pain points.
- Collaborate cross‑functionally with pharmacy, billing, and technical support teams to resolve escalated issues and enhance the overall patient journey.
Essential Qualifications
- Bilingual proficiency in Korean and English, with strong written and verbal communication skills.
- High school diploma or GED required; Bachelor’s degree strongly preferred.
- Minimum of 1–2 years of customer service or inbound call center experience.
- Experience in healthcare, pharmacy, or a related industry is highly desirable.
- Strong analytical mindset, sound judgment, and a focus on operational excellence.
- Technical aptitude and the ability to quickly learn and navigate complex software systems.
- Demonstrated passion for delivering exceptional patient care and a customer‑first mindset.
- Ability to work collaboratively in a team environment and across multiple functional areas.
Preferred Qualifications
- Prior experience with prescription fulfillment platforms or digital concierge services.
- Knowledge of pharmacy benefit management (PBM) processes and insurance workflows.
- Experience with CRM tools such as Salesforce or Zendesk, and familiarity with data analytics dashboards.
- Background in quality assurance or process improvement initiatives.
Skills & Competencies
- Exceptional communication and active listening skills.
- Empathy and cultural sensitivity when interacting with diverse patient populations.
- Problem‑solving ability and a proactive approach to identifying root causes.
- Time management and the capacity to handle multiple priorities in a high‑volume environment.
- Adaptability to evolving product features, policies, and industry regulations.
- Team player who thrives in a collaborative, cross‑functional setting.
Career Growth & Learning Opportunities
Hirequest is committed to nurturing talent and providing clear career pathways. As a Customer Support Specialist, you will have the chance to:
- Advance into senior support roles, team lead positions, or specialized product support tracks.
- Participate in hirequest’s Leadership Development Program,
