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Salary: USD 28 - 0 / hourly
Ro is a direct-to-patient healthcare company offering nationwide telehealth, labs, and pharmacy services through a vertically integrated platform. Patient Advocates are non-clinically licensed members of the Care Delivery team who support patients and providers in navigating the healthcare experience.
In this role, you will provide empathetic, high-touch support to patients by answering non-clinical questions, anticipating needs, and helping them navigate their care journey. You'll support providers with non-clinical administrative tasks in the Electronic Medical Record system, including triaging and resolving patient messages. You'll investigate complex patient situations and work cross-functionally with clinical, pharmacy, insurance, and operational teams to resolve issues and translate complex information into clear next steps.
Key responsibilities include contacting pharmacies and insurance providers to assist with prescription needs, benefits verification, and prior authorizations; partnering with cross-functional teammates to balance patient needs and contribute to service and operational goals; surfacing recurring issues to improve patient experience and operations; and participating in pilots and initiatives that expand retention or optimize workflows.
The role requires comfort with diverse technological tools, EHR systems, and internally-approved AI-based tooling for day-to-day workflows. You'll work toward defined service, productivity, and quality metrics. Patients need support year-round, including holidays, so you'll participate in a holiday work rotation. For tri-state (NY) area employees, in-person collaboration is required on Tuesdays and Thursdays at HQ; those outside the tri-state will participate in periodic team on-sites.
Schedule: 4x10 shifts, 1:00 PM – 11:00 PM ET (not available to California residents).
REQUIREMENTS:
- 1–2 years of experience in patient-facing administrative, healthcare, customer service, or operations role
- Strong written and verbal communication skills; ability to communicate complex information clearly and empathetically
- Strong problem-solving skills and attention to detail; ability to investigate issues and follow through to resolution
- Excellent time management and organizational skills; ability to work independently and manage multiple priorities in fast-paced, asynchronous environment
- Demonstrated proficiency with diverse technological tools and platforms; prior EHR experience strongly preferred
- Comfort working with internally-approved LLM-based message systems and AI-based tooling; ability to critically review LLM-generated content
- Comfort working toward defined service, productivity, and quality expectations and metrics
- Proficiency with Google Workspace and Slack
- Adaptability and proactive approach to rapidly changing environment
- Experience with health insurance plans, benefits verification, and/or prior authorizations preferred
- Patient-facing Medical Assistant or relevant healthcare experience preferred
- Bachelor's Degree preferred
