Patient Support Agent

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

Benefits offered by this job

Health coverage

Dental coverage

Vision coverage

401(k)

PTO 3 weeks

Gift card contests

Job summary

RugietHealth is seeking a compassionate Patient Support Agent in Austin, TX to be the primary contact for members, guiding them through the platform, clarifying treatment plans, and resolving inquiries with empathy.

You will handle calls, emails, and chat, collaborate with Clinical, Pharmacy, and Operations, and maintain accurate CRM records to support care continuity and patient education.

Qualifications

• Experience in customer service or call center
• Healthcare/telemedicine background preferred
• Strong verbal and written communication
• Ability to explain complex information clearly

Responsibilities

• Serve as the First Point of Contact for RugietHealth members via phone, email, and chat.
• Provide empathetic, patient-centered support and de-escalate challenging situations.
• Resolve issues efficiently by coordinating with Clinical, Pharmacy, and Operations teams.
• Become a product and service expert to answer questions accurately.
• Guide patients through treatment plans, medication usage, and next steps.
• Maintain accurate records of patient interactions in the CRM with attention to detail.
• Identify recurring issues and share insights to improve the patient experience.
• Uphold HIPAA and privacy policies to protect patient information.

Skills

Customer service

Empathy

Excellent communication

CRM software

Attention to detail

Independent work

Team collaboration

Healthcare familiarity

Education

High school diploma or equivalent

Bachelor’s degree (nice to have)

Tools

Zendesk

Salesforce

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 for RugietHealth members, delivering outstanding service and personalized support throughout their care journey. You’ll play 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.

If you’re a natural problem-solver who finds fulfillment in helping others and excels in a fast-paced, patient-focused environment, especially within the healthcare space, we’d love to hear from you.

What You’ll Do:

• 1. Serve as the First Point of Contact

Engage with RugietHealth members via phone, email, and chat to address questions related to their accounts, prescriptions, order status, and navigating our platform.

• 2. Provide Empathetic, Patient-Centered Support

Listen actively to patient concerns, demonstrate empathy, 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 ensure timely, accurate solutions.

• 4. Become a Product & Service Expert

Gain in-depth knowledge of RugietHealth’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. Maintain Accurate 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

Identify recurring 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 in a customer service, 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, maintain composure, 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’s degree 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 Join RugietHealth?

• 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 company that’s at the forefront of personalized telemedicine.

Compensation & Perks

• $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