Patient Support Agent

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

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Team Contests

Job summary

Rugiet Health in Austin, TX is seeking a compassionate Patient Support Agent to be the primary contact for members, guiding them through our platform and resolving inquiries with care. You will handle calls, emails, and chat, document interactions in our CRM, and collaborate with Clinical, Pharmacy, and Operations to ensure timely and accurate care.

The role emphasizes HIPAA compliance, clear communication, and a patient-first mindset, with a structured 9:00–5:30 schedule and strong growth

Qualifications

• Experience in customer service, patient support, or call center roles, preferably in healthcare or telemedicine.
• Exceptional verbal and written communication skills, able to explain complex information clearly.
• Empathy, composure under pressure, and proactive problem-solving are essential.

Responsibilities

• Serve as the first point of contact via phone, email, and chat to address questions about accounts, prescriptions, orders, and platform navigation.
• Listen actively to patient concerns, show empathy, and de-escalate challenging situations with professionalism.
• Investigate and resolve patient concerns promptly, coordinating with Clinical, Pharmacy, and Operations teams to ensure timely solutions.
• Gain in-depth knowledge of Rugiet Health products and workflows to provide clear, accurate information to patients.
• Educate patients on treatment plans, medication usage, and next steps to ensure they feel informed and cared for.
• Document all patient interactions accurately in the CRM to support continuity of care.
• Identify recurring issues or feedback trends and share insights with Product, Clinical, and Marketing teams.
• Uphold HIPAA regulations and privacy policies at all times.

Skills

Customer service

Communication skills

CRM software

Attention to detail

Problem-solving

Teamwork

Independence

Adaptability

High school diploma

Education

High school diploma or equivalent

Bachelor's degree

Tools

Zendesk

Salesforce

Microsoft Office

Google Workspace

Job description

About this position

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.

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. 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

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.
• Proficiencywith 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