As a Patient Support Specialist, you will support patients throughout their journey with Ro by delivering clear, empathetic, accurate, and efficient support. You will help patients understand and navigate our platform and treatment offerings, including their accounts, orders, billing, and treatment plans. When questions require clinical guidance or additional support, you will connect patients with the appropriate healthcare or internal team.
You’ll engage with patients primarily through email and phone and manage a high volume of interactions while consistently meeting quality and productivity expectations. You’ll build proficiency across Ro’s support systems, workflows, and queues, using sound judgment to resolve issues and appropriately escalate clinical, operational, or technical concerns.
You are patient-focused, dependable, and comfortable working in a fast-paced, evolving environment. You take pride in delivering best-in-class service, pay close attention to detail, and approach problems with curiosity and critical thinking. You are also comfortable speaking up when you identify recurring issues or opportunities to improve the patient experience.
What You’ll Do:
- Manage patient interactions across assigned communication channels, including email, phone, live chat, and internal platforms, while meeting established quality and productivity expectations
- Deliver a best-in-class patient experience by communicating with professionalism, empathy, accuracy, and sound judgment
- Support patients with onboarding, product education, account management, orders and shipments, billing, and general troubleshooting across Ro’s website and mobile app
- Build and maintain proficiency across assigned workflows, systems, tools, and queues to effectively resolve patient needs
- Escalate clinical, operational, or technical issues through the appropriate channels, helping ensure patients receive the right support at the right time
- Maintain accurate documentation and consistently follow established workflows, policies, and procedures, including requirements related to patient safety and confidentiality
- Stay current on Ro initiatives, workflows, treatment offerings, and product updates to provide patients with accurate and timely support
- Balance quality and efficiency while managing a high volume of patient interactions in a metrics-driven environment
- Identify recurring patient concerns, workflow issues, and emerging trends, and proactively surface observations and potential solutions to improve tools, processes, and the overall patient experience
- Collaborate with teammates and cross-functional partners to share relevant patient feedback and contribute to continuous improvement
- Participate in peer shadowing and knowledge sharing to help teammates build proficiency and consistency across the team
- Actively participate in coaching, training, and development opportunities, incorporating feedback to continuously improve your performance
What You’ll Bring to the Team:
- 1–2 years of experience in a remote/hybrid customer-facing role
- Experience supporting customers or patients across multiple channels, including email and phone, with empathy, clarity, and professionalism
- Strong customer focus and a genuine interest in helping patients solve problems and navigate complex situations
- Strong critical-thinking, problem-solving, and organizational skills, with sound judgment and attention to detail
- Ability to learn and effectively navigate multiple operational and technology systems and tools; experience with platforms such as Zendesk or similar systems is a plus
- Comfortability using AI Knowledge bases and tools in day-to-day workflows
- Ability to work independently and efficiently while collaborating effectively with teammates and consistently meeting performance expectations
- Ability to identify recurring issues or trends and confidently surface observations and potential solutions
- Dependability, adaptability, and a commitment to continuous learning in a fast-paced, evolving environment
- High integrity and a commitment to patient safety, confidentiality, and maintaining professionalism during challenging interactions
- Connection to Ro’s mission and availability to work prescheduled nights, weekends, and designated holidays as required
We’re Currently Looking for the Following Availability:
- Sunday–Wednesday: 1:00 PM - 11:30 PM ET
- Wednesday–Saturday: 1:00 PM - 11:30 PM ET
- Monday, Tuesday, Thursday, Friday: 1:00 PM - 11:30 PM ET
We’ve Got You Covered:
- Full medical, dental, and vision insurance + OneMedical membership
- Healthcare and Dependent Care FSA
- 401(k) with company match
- Flexible PTO
- Wellbeing stipend
- Paid parental leave + Fertility benefits
- Pet insurance
- Student loan refinancing
- Virtual resources for mindfulness, counseling, and fitness
Skills Required
- 1-2 years of experience in a remote or hybrid customer-facing role
- Experience supporting customers or patients through multiple channels, including email and phone
- Strong customer focus and interest in helping patients solve problems
- Critical-thinking, problem-solving, organizational, and attention-to-detail skills
- Ability to learn and navigate multiple operational and technology systems and tools
- Experience with Zendesk or similar systems
- Comfort using AI knowledge bases and tools in daily workflows
- Ability to work independently, collaborate effectively, and meet performance expectations
- Ability to identify recurring issues and surface observations and potential solutions
- Dependability, adaptability, and commitment to continuous learning
- High integrity and commitment to patient safety, confidentiality, and professionalism
- Availability for prescheduled nights, weekends, and designated holidays
- Connection to Ro's mission
What the Team is Saying
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What We Do
Ro is a direct-to-patient healthcare company with a mission of helping patients achieve their health goals by delivering the easiest, most effective care possible. Ro is the only company to offer nationwide telehealth, labs, and pharmacy services. This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient, end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care. Since 2017, Ro has helped millions of patients in nearly every single county in the United States, including 98% of primary care deserts.
Why Work With Us
Ro is powering quality care at scale. The Ro Operating System (ro.OS) vertically integrates the core parts of healthcare, bringing together nationwide telehealth, lab, and pharmacy services on one platform. The result? ro.OS makes it easier for patients to access and providers to deliver high-quality care – millions of times over.
Gallery
Ro (Ro.co) Teams
Ro (Ro.co) Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Ro’ers in the tri-state area join their colleagues in the NY Hub twice a week for in-person collaboration.
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