Patient Support Agent (Part Time)

About the role

Rugiet Health is a fast-growing, Austin-based direct-to-consumer telemedicine company focused on hormone optimization. The Patient Support Agent role serves as the first point of contact for members, addressing questions about accounts, prescriptions, order status, and platform navigation.

Responsibilities

• Serve as the First Point of Contact - Engage with Rugiet Health members via phone, email, and chat to address questions related to their accounts, prescriptions, order status, and navigating our platform.
• Provide Empathetic, Patient-Centered Support - Listen actively to patient concerns, demonstrate empathy, and de-escalate challenging situations with professionalism and a positive demeanor.
• Resolve Issues Efficiently - Investigate and resolve patient concerns promptly, collaborating with internal teams including Clinical, Pharmacy, and Operations to ensure timely, accurate solutions.
• Become a Product & Service Expert - Gain in-depth knowledge of Rugiet Health’s products, services, and workflows to provide clear, accurate, and helpful information to patients.
• Guide and Educate Patients - Support patients in understanding their treatment plans, medication usage, and next steps, ensuring they feel informed, confident, and cared for.
• Maintain Accurate Records - Document all patient interactions and resolutions in our CRM system with accuracy and attention to detail to support continuity of care.
• Contribute to Continuous Improvement - Identify recurring issues or patient feedback trends and share insights with internal teams (Product, Clinical, Marketing) to enhance the overall patient experience.
• Ensure Compliance and Privacy - Uphold HIPAA regulations and internal privacy policies to safeguard patient information at all times.

Requirements

• Experience in a customer service, patient support, or call center role, preferably within a healthcare, telemedicine, or direct-to-consumer (D2C) environment.
• Exceptional verbal and written communication skills, with the ability to explain complex information clearly and concisely.
• Proven ability to empathize with customers, maintain composure, and resolve issues calmly under pressure.
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and general office software (Microsoft Office Suite, Google Workspace).
• High attention to detail and accuracy in documenting information.
• Ability to work independently and as part of a collaborative team.
• Adaptability and a willingness to learn new systems and processes quickly in a dynamic environment.
• High school diploma or equivalent; Bachelor's degree is a plus.

Qualifications

• Experience in a regulated industry, particularly healthcare.
• Familiarity with medical terminology or pharmaceutical processes.
• Experience with chat-based support.

Skills

• Excellent verbal and written communication skills.
• Strong problem-solving and customer service skills.
• Attention to detail and accuracy.
• Ability to work independently and collaboratively.

Benefits

• $17–$19/hour
• Monthly team contests with gift card prizes
• Health, dental, and vision coverage
• 401(k) program
• 3 weeks of PTO
• Monday–Friday, 9:00 AM–5:30 PM

Pay

• $17–$19/hour

Schedule

• Monday–Friday, 9:00 AM–5:30 PM