Full-Time, Virtual Patient Support Specialist

About Ro

Ro is a direct‑to‑patient healthcare company with a mission of helping patients achieve their health goals by delivering the easiest, most effective care possible. Ro offers nationwide telehealth, labs, and pharmacy services through a vertically integrated platform that guides patients from diagnosis to medication delivery to ongoing care. Since 2017, Ro has helped millions of patients in nearly every U.S. county, including 99% of primary‑care deserts, and has earned more than 20 honors from Fortune, Great Place to Work, and PEOPLE.

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, ensuring 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 engage in coaching, training, and development opportunities, incorporating feedback to continuously improve performance.

Requirements

• 1–2 years of experience in a remote or 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 genuine interest in helping patients solve problems and navigate complex situations.
• 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; experience with platforms such as Zendesk or similar is a plus.
• Comfort 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 professionalism during challenging interactions.
• Connection to Ro’s mission and availability to work prescheduled nights, weekends, and designated holidays as required.

Schedule

Full‑time role with an estimated 40 hours/week and a 30‑minute unpaid lunch break. Shifts are 4 × 10 hours and may include nights, weekends, and designated holidays.

• Sunday – Wednesday: 1:00 PM – 11:30 PM ET
• Wednesday – Saturday: 1:00 PM – 11:30 PM ET
• Monday, Tuesday, Thursday, Friday: 1:00 PM – 11:30 PM ET

These 4 × 10 shifts are not available to candidates residing in California. Schedules will be assigned based on business needs.

Benefits

• Full medical, dental, and vision insurance plus OneMedical membership
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with company match
• Flexible paid time off (PTO)
• Wellbeing stipend
• Paid parental leave and fertility benefits
• Pet insurance
• Student loan refinancing
• Virtual resources for mindfulness, counseling, and fitness

Pay

The hourly rate for this position is $24 per hour.