Patient Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee patient communications via email, phone, live chat, and internal platforms while adhering to quality and productivity standards.

• Provide an exceptional patient experience with professionalism, empathy, accuracy, and sound judgment.

• Assist with onboarding, product education, account management, orders and shipments, billing, and troubleshooting through Ro’s website and mobile app.

• Develop expertise in assigned workflows, systems, tools, and queues to effectively address patient needs.

• Escalate clinical, operational, or technical problems through the proper channels.

• Keep precise documentation and adhere to workflows, policies, and procedures regarding patient safety and confidentiality.

• Remain informed on Ro initiatives, workflows, treatment options, and product updates.

• Handle a high volume of patient interactions in a metrics-driven setting.

• Recognize recurring issues, workflow challenges, and trends; share insights and solutions to enhance tools, processes, and patient experience.

• Collaborate with colleagues and cross-functional partners to relay patient feedback and contribute to ongoing improvements.

• Engage in peer shadowing and knowledge exchange.

• Participate in coaching, training, and development activities while incorporating feedback.

⛳️ Requirements

• 1–2 years of experience in a remote/hybrid customer-facing role.

• Experience assisting customers or patients through various channels, including email and phone, with empathy, clarity, and professionalism.

• Strong customer orientation and a sincere desire to help patients resolve issues and navigate complex situations.

• Excellent critical-thinking, problem-solving, and organizational abilities, demonstrating sound judgment and attention to detail.

• Capability to learn and effectively maneuver through multiple operational and technology systems and tools; familiarity with platforms like Zendesk or similar is advantageous.

• Comfort in utilizing AI Knowledge bases and tools in daily workflows.

• Ability to work independently and efficiently while effectively collaborating with teammates and consistently meeting performance expectations.

• Skill in identifying recurring issues or trends and confidently presenting observations and potential solutions.

• Reliability, adaptability, and a commitment to continuous learning in a fast-paced, evolving environment.

• High integrity and dedication to patient safety, confidentiality, and maintaining professionalism during challenging interactions.

• Alignment with Ro’s mission and availability to work scheduled nights, weekends, and designated holidays as needed.

• Availability for assigned 4x10 shifts between 1:00 PM and 11:30 PM ET.

• Note: 4x10 shifts are not available to candidates residing in California.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance alongside a OneMedical membership.

• Healthcare and Dependent Care FSA.

• 401(k) plan with company matching.

• Flexible paid time off (PTO).

• Wellbeing stipend.

• Paid parental leave plus fertility benefits.

• Pet insurance.

• Student loan refinancing options.

• Virtual resources for mindfulness, counseling, and fitness support.

• Flexible work arrangements, including remote work opportunities throughout the United States.

• In-person team gatherings throughout the year for employees located outside the tri-state area.