Patient Advocate

About Ro

Ro is a direct-to-patient healthcare company dedicated to helping patients achieve their health goals through the easiest and most effective care possible. Ro offers nationwide telehealth, labs, and pharmacy services via a vertically integrated platform that covers diagnosis, medication delivery, and ongoing care. Since 2017, Ro has served millions of patients across nearly every county in the United States, including 99% of primary care deserts.

Role Overview

Patient Advocates are part of the Care Delivery team, working alongside Registered Nurses and Practitioners to provide non-clinical administrative support to providers and empathetic, high-touch service to patients. They act as a connection point between patients, providers, pharmacies, and insurance partners, helping patients navigate their care experience and resolve non-clinical needs.

What You'll Do:

• Provide empathetic, high-touch support to patients, anticipating needs, answering non-clinical questions, and proactively helping patients navigate their care experience
• Support providers with non-clinical administrative tasks in the Care Center (Electronic Medical Record), including triaging, reassigning, and resolving patient messages accurately and efficiently
• Investigate and navigate complex patient situations, collaborating with clinical, pharmacy, insurance, and operational teams to resolve issues and translate complex information into clear, actionable next steps for patients
• Contact pharmacies and insurance providers to assist patients with non-clinical prescription needs or issues, including benefits verification and prior authorizations
• Partner with cross-functional teams to balance patient needs, share knowledge, and contribute to team service, quality, and operational goals
• Surface recurring patient, provider, or workflow issues and provide feedback to improve patient experience and team operations
• Participate in pilots and new initiatives that improve patient support, expand retention opportunities, or optimize operations

What You'll Bring to the Team:

• 1–2 years of experience in a patient-facing administrative, healthcare, customer service, or operations role
• Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically
• Strong problem-solving skills and attention to detail, with the ability to investigate issues, identify next steps, and follow through to resolution
• Excellent time management and organizational skills, with the ability to work independently and manage multiple priorities in a fast-paced, asynchronous environment
• Demonstrated proficiency and comfort utilizing diverse technological tools and platforms to research and resolve patient inquiries; prior experience with EHR systems is strongly preferred
• Comfort working with internally-approved LLM-based message systems, ability to critically review LLM-generated content for accuracy
• Comfort utilizing internally-approved AI-based tooling for day-to-day workflows, including ability to prompt AI tooling
• Comfort working toward defined service, productivity, and quality expectations and metrics
• Experience with health insurance plans, benefits verification, and/or prior authorizations preferred
• Patient-facing Medical Assistant or other relevant healthcare experience preferred
• Bachelor's Degree preferred
• Proficiency with collaboration and productivity tools such as Google Workspace and Slack
• Adaptability and a proactive approach to working in a rapidly changing environment
• Availability for holiday work rotation

Availability:

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

These shifts are not available to candidates residing in California.