Patient Experience Specialist
About The Position
Probably Genetic is seeking a Patient Experience Specialist to act as a primary point of contact and compassionate guide for patients undergoing their genetic testing process. This role involves managing patient inquiries, providing support throughout their journey, resolving issues, and collaborating with internal teams and external partners to ensure a positive patient experience. The specialist will document interactions, troubleshoot common scenarios, and contribute to process improvements. This position requires a strong patient-first mindset, excellent communication skills, and the ability to manage multiple priorities in a fast-paced startup environment. Familiarity with genetic testing, HIPAA, and support platforms is beneficial but not required initially.
Requirements
- Undeniable patient-first mindset; genuine care for patients.
- Strong written and verbal communication skills.
- Ability to manage multiple channels and competing priorities without losing composure or quality.
- Experience with patient or customer support platforms, particularly Zendesk.
- Organized and thorough with a strong follow-through.
- Startup agility and a scrappy approach to getting work done.
- Good person with empathy, especially when working with marginalized populations.
- Patient-focused and motivated to make a positive impact.
- Comfortable in a fast-paced, ambiguous environment with rapid change.
- Action-oriented and excited to build a company from the ground up.
Nice To Haves
- Familiarity with genetic testing, rare disease, or clinical workflows.
- Knowledge of HIPAA and patient data privacy best practices.
- Experience with support automation or workflow tooling.
- Familiarity with tools like Claude/OpenAI Codex, Twilio, HubSpot, Iterable, or social media management platforms.
Responsibilities
- Respond to inbound patient inquiries via email, chat, phone, and social media within target response times.
- Conduct outbound calls and follow-ups to assist patients with task completion and re-engagement.
- Monitor the shared operational inbox and escalate patient issues to the appropriate internal teams (Product, Engineering, Clinical, or Lab partners).
- Provide clear and empathetic guidance to patients at all stages of their genetic testing journey.
- Accurately document patient issues and ensure follow-through on escalations until resolution.
- Troubleshoot common patient scenarios according to established SOPs.
- Flag processes that need updating and implement improvements.
- Proactively track open cases to prevent issues from being overlooked.
- Identify and report recurring patient pain points and trends to relevant teams.
- Coordinate with clinical and laboratory partners to resolve patient-facing issues.
- Contribute to a culture of continuous improvement in patient service.
Benefits
- Engaging and supportive team.
- Fair and equitable compensation.
- Competitive early-stage equity grants.
- Generous Flexible Time off policy.
- Parental Leave Benefits (12 weeks for both birthing and non-birthing).
- Hybrid, flexible work with high-trust and autonomy.
- Bright, inviting, pet-friendly office in Downtown SF near transit.
- Work from anywhere policy, up to 4 weeks a year.
- Regular team retreats.
- Health Benefits including medical, dental, vision, therapy, FSA, and 401k.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
