Full-Time Virtual Medical Assistant / Patient Advocate

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.

Patient Advocates are part of the Care Delivery team, supporting our patients and network of providers as the non-clinically licensed members of a patient’s healthcare team. Working alongside Registered Nurses and Practitioners, Patient Advocates provide non-clinical administrative support to providers and empathetic, high-touch service to patients.

Patient Advocates serve as a connection point between patients, providers, pharmacies, and insurance partners, helping patients navigate their care experience and resolve non-clinical needs.

They answer patient questions, investigate more complex issues, communicate clear next steps, and provide additional support when patients need help moving through the treatment journey. Through proactive problem-solving, clear communication, and patient advocacy, Patient Advocates help create a seamless, supportive healthcare experience at Ro.

What You'll Do

Provide empathetic, high-touch support to patients anticipating needs, answering non-clinical questions, and proactively helping patients navigate their care experience

Support providers with non-clinical administrative tasks in the Care Center (our Electronic Medical Record), including triaging, reassigning, and resolving patient messages accurately and efficiently

Investigate and navigate complex patient situations, working with clinical, pharmacy, insurance, and operational teams to resolve issues and translate complex information into clear, actionable next steps for patients

Contact pharmacies and insurance providers to assist patients with non-clinical prescription needs or issues, including benefits verification and prior authorizations

Partner with cross-functional team mates within the organization and medical practice to balance patient needs, share knowledge, and contribute to team service, quality, and operational goals

Surface recurring patient, provider, or workflow issues and provide feedback to help improve the patient experience and team operations

Participate in pilots and new initiatives that improve patient support, expand retention opportunities, or optimize operations

What You'll Bring to the Team

1–2 years of experience in a patient-facing administrative, healthcare, customer service, or operations role

Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically

Strong problem-solving skills and attention to detail, with the ability to investigate issues, identify next steps, and follow through to resolution

Excellent time management and organizational skills, with the ability to work independently and manage multiple priorities in a fast-paced, asynchronous environment

Demonstrated proficiency and comfort utilizing diverse technological tools and platforms to research and resolve patient inquiries; prior experience with EHR systems is strongly preferred

Comfort working with internally-approved LLM-based message systems, ability to critically review LLM-generated content for accuracy

Comfort utilizing internally-approved AI-based tooling for day-to-day workflows, comfort prompting AI tooling

Comfort working toward defined service, productivity, and quality expectations and metrics

Experience with health insurance plans, benefits verification, and/or prior authorizations preferred

Patient-facing Medical Assistant or other relevant healthcare experience preferred

Bachelor's Degree preferred

Proficiency with collaboration and productivity tools such as Google Workspace and Slack

Adaptability and a proactive approach to working in a rapidly changing environment

Patients need support every day of the year, and that includes holidays. You will participate in a holiday work rotation.

We’re Currently Looking for the Following Availability

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

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

Monday, Tuesday, Thursday, Friday: 1:00 PM - 11:00 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.

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