Full-Time Virtual Medical Assistant / Patient Advocate

Ro•New York, NY

23d•Remote

About The Position

Ro is a direct-to-patient healthcare company focused on delivering the easiest, most effective care possible through its nationwide telehealth, labs, and pharmacy services. Ro's vertically integrated platform provides a convenient, end-to-end healthcare experience from diagnosis to medication delivery and ongoing care. Since 2017, Ro has assisted millions of patients across the United States. Ro is recognized as a top workplace in Health Care, New York, and for Women and Parents, receiving numerous accolades since 2021. Patient Advocates are integral members of the Care Delivery team, providing non-clinical administrative support to providers and empathetic, high-touch service to patients. They act as a liaison between patients, providers, pharmacies, and insurance partners, guiding patients through their care journey and resolving non-clinical needs. Patient Advocates address patient inquiries, investigate complex issues, communicate clear next steps, and offer support to help patients progress through their treatment. Their proactive problem-solving, clear communication, and advocacy contribute to a seamless and supportive healthcare experience at Ro.

Requirements

1–2 years of experience in a patient-facing administrative, healthcare, customer service, or operations role.
Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.
Strong problem-solving skills and attention to detail, with the ability to investigate issues, identify next steps, and follow through to resolution.
Excellent time management and organizational skills, with the ability to work independently and manage multiple priorities in a fast-paced, asynchronous environment.
Demonstrated proficiency and comfort utilizing diverse technological tools and platforms to research and resolve patient inquiries; prior experience with EHR systems is strongly preferred.
Comfort working with internally-approved LLM-based message systems, ability to critically review LLM-generated content for accuracy.
Comfort utilizing internally-approved AI-based tooling for day-to-day workflows, comfort prompting AI tooling.
Comfort working toward defined service, productivity, and quality expectations and metrics.
Proficiency with collaboration and productivity tools such as Google Workspace and Slack.
Adaptability and a proactive approach to working in a rapidly changing environment.

Nice To Haves

Experience with health insurance plans, benefits verification, and/or prior authorizations preferred.
Patient-facing Medical Assistant or other relevant healthcare experience preferred.
Bachelor's Degree preferred.

Responsibilities

Provide empathetic, high-touch support to patients anticipating needs, answering non-clinical questions, and proactively helping patients navigate their care experience.
Support providers with non-clinical administrative tasks in the Care Center (our Electronic Medical Record), including triaging, reassigning, and resolving patient messages accurately and efficiently.
Investigate and navigate complex patient situations, working with clinical, pharmacy, insurance, and operational teams to resolve issues and translate complex information into clear, actionable next steps for patients.
Contact pharmacies and insurance providers to assist patients with non-clinical prescription needs or issues, including benefits verification and prior authorizations.
Partner with cross-functional team mates within the organization and medical practice to balance patient needs, share knowledge, and contribute to team service, quality, and operational goals.
Surface recurring patient, provider, or workflow issues and provide feedback to help improve the patient experience and team operations.
Participate in pilots and new initiatives that improve patient support, expand retention opportunities, or optimize operations.