Patient Support Agent

Rugiet; United States; Remote; USD 23,000 - 28,000; Full time

Benefits offered by this job

Health, dental & vision

401(k) program

3 weeks PTO

Gift card contests

Mon-Fri 9:00 AM-5:30 PM

Job summary

Rugiet Health is seeking a compassionate Patient Support Agent to be the primary contact for members, guiding them through our platform and treatment plans. You will resolve inquiries via phone, email and chat, document interactions in our CRM, and collaborate with Clinical, Pharmacy and Operations to ensure accurate solutions.

This remote, full-time role supports a fast-paced care journey. Join a team dedicated to empathetic, preventive care and patient education, with growth opportunities in a

Qualifications

• Experience in a customer service, patient support, or call center role, preferably within healthcare/telemedicine/ D2C environment.
• Exceptional verbal and written communication skills, with ability to explain complex information clearly and concisely.
• Proven ability to empathize with customers, maintain composure, and resolve issues calmly under pressure.

Responsibilities

• Serve as the First Point of Contact with Rugiet Health members via phone, email, and chat.
• Provide Empathetic, Patient-Centered Support and de-escalate challenging situations.
• Resolve issues promptly by coordinating with Clinical, Pharmacy, and Operations teams.
• Become a Product & Service Expert to provide clear, accurate information to patients.
• Guide patients in understanding their treatment plans, medication usage, and next steps.
• Maintain Accurate Records by documenting interactions in our CRM with attention to detail.
• Contribute to Continuous Improvement by sharing patient feedback with Product, Clinical, Marketing teams.
• Ensure Compliance and Privacy by upholding HIPAA and internal policies.

Skills

Customer service

Communication

Empathy

Problem solving

Team collaboration

Education

High school diploma

Bachelor's degree preferred

Tools

Zendesk

Salesforce

Microsoft Office

Google Workspace

Job description

Remote

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 Rugiet Health 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 Rugiet Health 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 Rugiet Health'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 Rugiet Health?

• 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