Full-Time, Virtual Patient Support Specialist

Ro; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Flexible PTO

Wellbeing stipend

Paid parental leave

Fertility benefits

Student loan refinancing support

Virtual mindfulness resources

Job summary

Ro is hiring a Patient Support Specialist to operate remotely across the United States. You will guide patients through their care journey, answer questions, troubleshoot billing, and route clinical inquiries to the appropriate teams.

The role is high-volume and metrics-driven, requiring empathy, strong organizational skills, and the ability to work independently on a 4x10 style schedule with various shifts.

Qualifications

• 1–2 years of remote or hybrid customer-facing support experience.
• Ability to handle inquiries across multiple channels with empathy.
• Strong problem-solving, organization and attention to detail.
• Comfort navigating several operational systems; Zendesk a plus.
• Capable of working independently in a fast-paced environment.
• Willingness to work pre-scheduled nights, weekends, and holidays.

Responsibilities

• Handle high volume patient interactions via email, phone, live chat and internal platforms.
• Assist with onboarding, product education, account management, and billing questions.
• Escalate clinical, operational, or technical issues through proper channels.
• Document interactions accurately and follow workflows ensuring patient confidentiality.
• Identify trends and propose improvements to tools and processes.
• Stay updated on product changes to provide accurate guidance.

Skills

Remote support

Multichannel support

Empathy

Problem-solving

Attention to detail

Independent work

Flexibility

Zendesk

Tools

Zendesk

Job description

Role overview

This is a full-time, remote Patient Support Specialist position on a vertically integrated direct-to-patient healthcare platform offering telehealth, lab services, and pharmacy delivery nationwide. The role focuses on guiding patients through their care journey by answering questions, troubleshooting account and billing issues, and routing clinical inquiries to the appropriate teams. It is a metrics-driven, high-volume customer support role that combines empathy with operational rigor.

Responsibilities

• Handle a high volume of patient interactions across email, phone, live chat, and internal platforms while meeting quality and productivity targets
• Support patients with onboarding, product education, account management, order and shipment questions, billing, and general troubleshooting on the website and mobile app
• Escalate clinical, operational, or technical concerns through the right channels so patients get appropriate support
• Maintain accurate documentation and follow established workflows, with a strong focus on patient safety and confidentiality
• Identify recurring issues and emerging trends, then proactively share observations and ideas to improve tools and processes
• Stay current on product updates, treatment offerings, and platform changes to deliver accurate, timely assistance

Requirements

• 1-2 years of experience in a remote or hybrid customer-facing support role
• Demonstrated skill supporting customers across multiple channels such as email and phone with empathy and professionalism
• Strong critical-thinking, problem-solving, and organizational skills with sound judgment and attention to detail
• Comfort navigating multiple operational and technology systems; familiarity with helpdesk platforms like Zendesk is a plus
• Ability to work independently and collaboratively in a fast-paced, evolving environment
• Dependability and adaptability, including availability to work pre-scheduled nights, weekends, and designated holidays on a 4x10 schedule

Benefits and work setup

• Full-time, approximately 40 hours per week with a 30-minute unpaid lunch break
• Three rotating shift options (Sunday-Wednesday, Wednesday-Saturday, or Mon/Tue/Thu/Fri), each 1:00 PM-11:30 PM ET; these 4x10 shifts are not available to candidates residing in California
• Comprehensive medical, dental, and vision coverage plus a primary care membership
• Healthcare and Dependent Care FSA, 401(k) with company match, and flexible PTO
• Wellbeing stipend, paid parental leave, fertility benefits, pet insurance, and student loan refinancing support
• Virtual resources for mindfulness, counseling, and fitness