SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 24 - 0 / hourly
Ro is a direct-to-patient healthcare company offering nationwide telehealth, labs, and pharmacy services through a vertically integrated platform. As a Patient Support Specialist, you will support patients throughout their journey with Ro by delivering clear, empathetic, accurate, and efficient support across multiple channels.
You will help patients understand and navigate Ro's platform and treatment offerings, including accounts, orders, billing, and treatment plans. You'll engage with patients primarily through email, phone, and live chat, managing a high volume of interactions while meeting quality and productivity expectations. When questions require clinical guidance or additional support, you will connect patients with the appropriate healthcare or internal team.
Key responsibilities include:
- Managing patient interactions across email, phone, live chat, and internal platforms while meeting established quality and productivity expectations
- Delivering best-in-class patient experience through professional, empathetic, and accurate communication
- Supporting patients with onboarding, product education, account management, orders, shipments, billing, and troubleshooting
- Building proficiency across assigned workflows, systems, tools, and queues
- Escalating clinical, operational, or technical issues through appropriate channels
- Maintaining accurate documentation and following established workflows, policies, and procedures related to patient safety and confidentiality
- Staying current on Ro initiatives, workflows, treatment offerings, and product updates
- Balancing quality and efficiency in a metrics-driven environment
- Identifying recurring patient concerns and proactively surfacing observations and solutions
- Collaborating with teammates and cross-functional partners on continuous improvement
- Participating in peer shadowing, knowledge sharing, coaching, and training opportunities
Schedule: Full-time, 40 hours/week with 4x10 shifts. Available shifts include Sunday–Wednesday, Wednesday–Saturday, or Monday/Tuesday/Thursday/Friday, all 1:00 PM - 11:30 PM ET. Schedules include a 30-minute unpaid lunch break. For tri-state (NY) area employees, in-person collaboration required Tuesdays and Thursdays at HQ. Those outside tri-state area participate in periodic team on-sites.
REQUIREMENTS:
- 1–2 years of experience in a remote/hybrid customer-facing role
- Experience supporting customers or patients across multiple channels (email and phone) with empathy, clarity, and professionalism
- Strong customer focus and 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 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 meeting performance expectations
- Ability to identify recurring issues or trends and confidently surface observations and potential solutions
- Dependability, adaptability, and commitment to continuous learning in a fast-paced, evolving environment
- High integrity and 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
- Note: 4x10 shifts are not available to candidates residing in California
