Patient Support Agent

Rugiet; Austin (TX); On-site; USD 23,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Vision coverage

401(k)

3 weeks PTO

Mon-Fri 9:00–5:30

Saturday 11:00–16:00 CST

Job summary

Rugiet Health is seeking a compassionate Patient Support Agent to be the primary contact for members, guiding them through the platform and answering questions about accounts, prescriptions, and care plans.

You will document interactions in the CRM, collaborate with Clinical, Pharmacy, and Operations teams, and help ensure accurate, timely resolutions while upholding HIPAA privacy.

Qualifications

• Experience in customer service or call center in healthcare is preferred.
• Excellent verbal and written communication; ability to explain complex information clearly.
• Empathy, composure under pressure and proactive problem-solving.
• Proficient with CRM software and basic office tools.

Responsibilities

• Serve as the first point of contact via phone, email, and chat for RugietHealth members.
• Listen to concerns, de-escalate with professionalism and empathy.
• Investigate and resolve issues with internal teams to ensure timely solutions.
• Become knowledgeable about RugietHealth products and workflows to assist patients.
• Educate patients on treatment plans and next steps; document interactions in CRM.
• Maintain accurate records for continuity of care and privacy compliance.

Skills

Customer service

Communication

Empathy

Problem-solving

CRM software

Attention to detail

Teamwork

Adaptability

Education

High school diploma

Bachelor's degree (a plus)

Tools

Zendesk

Salesforce

Microsoft Office

Google Workspace

Job description

The Opportunity:

We are looking for a compassionate, detail-oriented, and highly communicative Patient Support Agent to join our dedicated team. In this essential role, you will serve as the primary point of contact forRugietHealth members, delivering outstanding service and personalized support throughout their care journey.You’llplay a key role in ensuring a seamless, informed, and empathetic experience—guiding patients through our platform, clarifying treatment plans, and resolving inquiries with care and efficiency.

Ifyou'rea natural problem-solver who finds fulfillment in helping others and excels in a fast-paced, patient-focused environment, especially within the healthcare space,we’dlove to hear from you.

What You'll Do:

• 1. Serve as the First Point of Contact

Engage withRugietHealth members via phone, email, and chat to address questions related to their accounts, prescriptions, order status, andnavigatingour platform.

Listen actively to patient concerns,demonstrateempathy, and de-escalate challenging situations with professionalism and a positive demeanor.

• 3. Resolve Issues Efficiently

Investigate and resolve patient concerns promptly, collaborating with internal teams—including Clinical, Pharmacy, and Operations—to ensuretimely,accuratesolutions.

• 4. Become a Product & Service Expert

Gain in-depth knowledge ofRugietHealth’s products, services, and workflows to provide clear,accurate, and helpful information to patients.

• 5. Guide and Educate Patients

Support patients in understanding their treatment plans, medication usage, and next steps—ensuring they feel informed, confident, and cared for.

• 6.MaintainAccurate Records

Document all patient interactions and resolutions in our CRM system with accuracy and attention to detail to support continuity of care.

• 7. Contribute to Continuous Improvement

Identifyrecurring issues or patient feedback trends and share insights with internal teams (Product, Clinical, Marketing) to enhance the overall patient experience.

• 8. Ensure Compliance and Privacy

Uphold HIPAA regulations and internal privacy policies to safeguard patient information at all times.

What You Bring:

• Experience ina customerservice, 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,maintaincomposure, and resolve issues calmly under pressure.
• Strong problem-solving skills and a proactive approach to identifying and addressing patient needs.
• 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'sdegree is a plus.

Bonus Points If You Have:

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

Why JoinRugietHealth?

• Direct Impact: Play a crucial role in improving people's lives by providing direct support and ensuring a positive healthcare experience.
• Growth Opportunity: Join a fast-growing, innovative company with opportunities for professional development and career advancement.
• Collaborative Culture: Be part of a supportive and passionate team that values communication and patient well-being.
• Disrupt Healthcare: Work with a companythat'sat the forefront of personalized telemedicine.
• $17–$20/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
• Saturday’s, 11 AM CST - 4:00 PM CST

About Rugiet Health

Rugiet is one of the fastest-growing direct-to-consumer telemedicine companies in the US, redefining men's health. We combine clinical rigor, bespoke compounded medications, and a premium digital patient experience to deliver personalized treatments that genuinely work. Our flagship men's health platform has built a loyal patient base that keeps coming back, and we are now expanding into sleep, longevity, and peptide-based therapeutics. We move fast, hold ourselves to a high standard, and care deeply about the patients we serve. If you want to build something that matters, Rugiet is the place to do it.