PHC Support Specialist - Senior

<p><strong>PRIMARY RESPONSIBILITIES & DUTIES</strong></p><p>The Senior PHC Support Specialist carries the same core responsibilities as the PHC Support Specialist but brings a deeper level of experience, platform fluency, and product knowledge to the role. This team member is trusted to work independently across complex or sensitive cases, acts as an informal resource for less experienced colleagues, and is expected to contribute to process improvement. The Senior Specialist does not have direct reports but plays a key stabilising role within the team.</p><p><strong>Key Responsibilities</strong></p><p>All responsibilities of the PHC Support Specialist, plus:</p><p>Complex Case Management</p><p>Handle escalated client cases</p><p>including those involving shedding concerns, results dissatisfaction, billing disputes, and churn-risk scenarios</p><p>Manage lapsed and win</p><p>-back client interactions, including exit survey follow-up and reactivation touchpoints across the four win-back branches</p><p>Navigate edge cases across the plan change and subscription management workflow without</p><p>step-by-step guidance</p><p>Independently coordinate multi</p><p>-platform resolution tasks (e.g. cross-referencing HubSpot, Shopify, Parchment Health, and pharmacy data)</p><p>Knowledge & Quality</p><p>Serve as a knowledge resource for the PHC Support Specialist on product, process, and</p><p>platform questions</p><p>Review transactional communications and flag copy or process concerns to the Team Leader or</p><p>escalate to HoP, if needed</p><p>Identify recurring client friction points and document them for Team Leader review</p><p>Maintain a thorough working knowledge of all ~100 compounded treatment variations and how</p><p>they relate to client plan types</p><p>Stakeholder Coordination</p><p>Build and maintain effective working relationships with partner pharmacies across AU and NZ</p><p>Coordinate with in</p><p>-clinic teams and practitioners on complex PFP-connected client cases</p><p>Liaise directly with Gro practitioners where clinical clarity is required, within scope</p><p><strong>Key Competencies Client Communication</strong></p><p>Handles difficult conversations with composure; confident with churn-risk, complaints, and sensitive Rx matters Independent Judgment Resolves complex, non-standard cases without requiring step-by-step guidance</p><p>Platform Fluency</p><p>Deeply proficient across the full platform stack; able to troubleshoot cross-system issues Product Knowledge Strong command of PHC treatment options, subscription mechanics, and the PFP-PHC connection Informal Leadership</p><p>Supportive presence for less experienced colleagues; constructive, not directive Process Thinking Notices inefficiencies and communicates them clearly for escalation</p><p>Role Parameters</p><p>Reports To</p><p>Head of Prescription Haircare (HoP) Location Remote (Philippines-based) Employment Type</p><p>Leased Employee via Satellite Office Primary System HubSpot Decision Authority</p><p>Full operational autonomy within process; contributes to process development; escalates to Team Leader or HoP on policy or strategic matters</p>

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...