Patient Experience Specialist

About The Role

We are looking for a Patient Experience Specialist who will serve as a frontline resource and compassionate guide for patients navigating their genetic testing journey with Probably Genetic.

What you will do

• Respond to inbound patient inquiries across email, chat, phone, and social media within established response time targets
• Conduct outbound calls and follow-ups with patients to support task completion, re-engagement
• Maintain the shared operational inbox and escalate patient issues to the appropriate internal team (Product, Engineering, Clinical, or Lab partners)
• Provide clear, human guidance to patients at every stage of their journey — from initial inquiry through receiving their results
• Issue Resolution & Documentation
• Document patient issues accurately and follow through on escalations until resolution
• Follow established SOPs to troubleshoot common patient scenarios, flag when processes need updating, and implement improvements where appropriate
• Proactively track open cases to ensure nothing falls through the cracks
• Surface recurring patient pain points and trends to the Patient Success Manager, Product, and Engineering teams
• Cross-Functional Collaboration
• Cook up with clinical and laboratory partners to resolve patient-facing issues
• Contribute to a culture of continuous improvement — we're always looking for better ways to serve patients

Who you are

• Undeniable patient-first mindset — you genuinely care about the people on the other end of every interaction
• Strong written and verbal communication skills; you write the way a caring human talks, not like a corporate FAQ
• Comfort managing multiple channels and competing priorities without losing composure or quality
• Experience with patient or customer support platforms, particularly Zendesk
• Organized and thorough — you follow through, close loops, and nothing slips
• Startup agility and a scrappy approach to getting the work done

Some things that are not required, but you will learn on the job

• 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

The salary range for this role is $80,000-$100,000 annually.

What We Offer

• An engaging and supportive team all on a mission to improve lives
• Fair and equitable compensation with competitive early-stage equity grants
• A generous Flexible Time off policy, that we actually use
• Parental Leave Benefits (12 weeks for both birthing and non-birthing)
• Hybrid, flexible work with high-trust and autonomy
• A bright, inviting, pet-friendly office in Downtown SF near transit
• A “work from anywhere” policy, up to 4 weeks a year
• Regular team retreats in exciting destinations
• Health Benefits including medical, dental, vision, therapy, FSA, and 401k
• And so much more!

Probably Genetic is committed to fostering a welcoming and inclusive work environment for people of all genders, sexuality, ethnicity, socioeconomic background and life experiences.