Patient Support Specialist

As a Patient Support Specialist, you will support patients throughout their journey with Ro by delivering clear, empathetic, accurate, and efficient support. You will help patients understand and navigate our platform and treatment offerings, including their accounts, orders, billing, and treatment plans. When questions require clinical guidance or additional support, you will connect patients with the appropriate healthcare or internal team.

What You’ll Do:

• 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, helping ensure 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 participate in coaching, training, and development opportunities, incorporating feedback to continuously improve your performance

What You’ll Bring to the Team:

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