Full-Time, Virtual Patient Support Specialist

Ro is a direct-to-patient healthcare company with a mission of helping patients achieve their health goals by delivering the easiest, most effective care possible. Ro is the only company to offer nationwide telehealth, labs, and pharmacy services.

This is enabled by Ro's vertically integrated platform that helps patients achieve their goals through a convenient, end-to-end healthcare experience spanning from diagnosis, to delivery of medication, to ongoing care.

Since 2017, Ro has helped millions of patients in nearly every single county in the United States, including 99% of primary care deserts.

Ro is consistently recognized as a top workplace in Health Care, in New York, and for Women and Parents—earning more than 20 honors from Fortune, Great Place to Work, and PEOPLE since 2021. In 2025 alone, we ranked top 5 among medium workplaces in Health Care and New York, and top 50 nationwide.

As a Patient Support Specialist, you will support patients throughout their journey with Ro by delivering clear, empathetic, accurate, and efficient support. You will help patients understand and navigate our platform and treatment offerings, including their accounts, orders, billing, and treatment plans. When questions require clinical guidance or additional support, you will connect patients with the appropriate healthcare or internal team.

You’ll engage with patients primarily through email and phone and manage a high volume of interactions while consistently meeting quality and productivity expectations. You’ll build proficiency across Ro’s support systems, workflows, and queues, using sound judgment to resolve issues and appropriately escalate clinical, operational, or technical concerns.

You are patient-focused, dependable, and comfortable working in a fast-paced, evolving environment. You take pride in delivering best-in-class service, pay close attention to detail, and approach problems with curiosity and critical thinking. You are also comfortable speaking up when you identify recurring issues or opportunities to improve the patient experience.

What You’ll Do

Manage patient interactions across assigned communication channels, including email, phone, live chat, and internal platforms, while meeting established quality and productivity expectations

Deliver a best-in-class patient experience by communicating with professionalism, empathy, accuracy, and sound judgment

Support patients with onboarding, product education, account management, orders and shipments, billing, and general troubleshooting across Ro’s website and mobile app

Build and maintain proficiency across assigned workflows, systems, tools, and queues to effectively resolve patient needs

Escalate clinical, operational, or technical issues through the appropriate channels, helping ensure patients receive the right support at the right time

Maintain accurate documentation and consistently follow established workflows, policies, and procedures, including requirements related to patient safety and confidentiality

Stay current on Ro initiatives, workflows, treatment offerings, and product updates to provide patients with accurate and timely support

Balance quality and efficiency while managing a high volume of patient interactions in a metrics-driven environment

Identify recurring patient concerns, workflow issues, and emerging trends, and proactively surface observations and potential solutions to improve tools, processes, and the overall patient experience

Collaborate with teammates and cross-functional partners to share relevant patient feedback and contribute to continuous improvement

Participate in peer shadowing and knowledge sharing to help teammates build proficiency and consistency across the team

Actively participate in coaching, training, and development opportunities, incorporating feedback to continuously improve your performance

What You’ll Bring to the Team

1–2 years of experience in a remote/hybrid customer-facing role

Experience supporting customers or patients across multiple channels, including email and phone, with empathy, clarity, and professionalism

Strong customer focus and a genuine interest in helping patients solve problems and navigate complex situations

Strong critical-thinking, problem-solving, and organizational skills, with sound judgment and attention to detail

Ability to learn and effectively navigate multiple operational and technology systems and tools; experience with platforms such as Zendesk or similar systems is a plus

Comfortability using AI Knowledge bases and tools in day-to-day workflows

Ability to work independently and efficiently while collaborating effectively with teammates and consistently meeting performance expectations

Ability to identify recurring issues or trends and confidently surface observations and potential solutions

Dependability, adaptability, and a commitment to continuous learning in a fast-paced, evolving environment

High integrity and a commitment to patient safety, confidentiality, and maintaining professionalism during challenging interactions

Connection to Ro’s mission and availability to work prescheduled nights, weekends, and designated holidays as required

We’re Currently Looking for the Following Availability

Sunday–Wednesday: 1:00 PM - 11:30 PM ET

Wednesday–Saturday: 1:00 PM - 11:30 PM ET

Monday, Tuesday, Thursday, Friday: 1:00 PM - 11:30 PM ET

These 4x10 shifts are not available to candidates residing in California.

While we try our best to accommodate schedule preferences whenever possible, schedules will be assigned based on the needs of the business.

This is a full-time role with an estimated 40 hours/week. Schedules will include a 30-minute unpaid lunch break.

We’ve Got You Covered

Full medical, dental, and vision insurance + OneMedical membership

Healthcare and Dependent Care FSA

401(k) with company match

Flexible PTO

Wellbeing stipend

Paid parental leave + Fertility benefits

Pet insurance

Student loan refinancing

Virtual resources for mindfulness, counseling, and fitness