Seasonal, Virtual Patient Support Specialist

Ro • New York, NY

7d • Remote

About The Position

Ro is a direct-to-patient healthcare company focused on helping patients achieve their health goals through accessible and effective care. Ro offers nationwide telehealth, labs, and pharmacy services, integrated into a platform that provides an end-to-end healthcare experience from diagnosis to ongoing care. Since 2017, Ro has served millions of patients across the United States. The company is recognized as a top workplace in various categories, including Health Care, New York, and for Women and Parents.

As a Patient Support Specialist, you will be instrumental in supporting patients throughout their journey with Ro. This involves providing clear, empathetic, accurate, and efficient support via email and phone. You will guide patients in understanding and navigating the Ro platform, including their accounts, orders, billing, and treatment plans. For clinical guidance or specialized support, you will connect patients with the appropriate healthcare professionals or internal teams. The role requires managing a high volume of interactions while meeting quality and productivity expectations, building proficiency in Ro's support systems, and using sound judgment for issue resolution and escalation. The ideal candidate is patient-focused, dependable, comfortable in a fast-paced environment, and dedicated to delivering best-in-class service with attention to detail and critical thinking. Proactive identification of recurring issues and opportunities for improvement is also valued. This is a 6-month contract position.

Requirements

• 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

Nice To Haves

• Experience with platforms such as Zendesk or similar systems is a plus

Responsibilities

• 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.

Benefits

• Medical benefits through an Individual Coverage Health Reimbursement Arrangement (ICHRA), beginning the first day of the calendar month following your 60th day of employment
• 401(k) with company match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed