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Ro

Patient Support Specialist

Ro

. Manage patient interactions across email, phone, live chat, and internal platforms while meeting quality and productivity expectations .

Posted 9/16/2026full-timeRemote • New York • United StatesJunior💰 $24 per hourWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer focus and problem-solving abilities while managing patient interactions across multiple channels. Proficient in navigating operational systems and maintaining patient safety and confidentiality.

Highest-signal resume keywords
Customer-Facing ExperienceCritical ThinkingProblem SolvingZendesk ProficiencyPatient Safety Commitment

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
EmpathyAttention to DetailDependabilityAdaptabilityOrganizational Skills
Tools & Technologies
AI Knowledge BasesOperational SystemsCommunication Platforms
Industry Keywords
Patient ExperienceQuality ExpectationsContinuous ImprovementDocumentationConfidentiality

About the role

Key responsibilities & impact
  • Manage patient interactions across email, phone, live chat, and internal platforms while meeting quality and productivity expectations
  • Deliver a best-in-class patient experience with professionalism, empathy, accuracy, and sound judgment
  • Support onboarding, product education, account management, orders and shipments, billing, and troubleshooting across Ro’s website and mobile app
  • Build proficiency across assigned workflows, systems, tools, and queues to resolve patient needs
  • Escalate clinical, operational, or technical issues through appropriate channels
  • Maintain accurate documentation and follow workflows, policies, and procedures related to patient safety and confidentiality
  • Stay current on Ro initiatives, workflows, treatment offerings, and product updates
  • Manage a high volume of patient interactions in a metrics-driven environment
  • Identify recurring concerns, workflow issues, and trends; surface observations and solutions to improve tools, processes, and patient experience
  • Collaborate with teammates and cross-functional partners to share patient feedback and contribute to continuous improvement
  • Participate in peer shadowing and knowledge sharing
  • Participate in coaching, training, and development opportunities and incorporate feedback

Requirements

What you’ll need
  • 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
  • Availability for assigned 4x10 shifts between 1:00 PM and 11:30 PM ET
  • 4x10 shifts are not available to candidates residing in California

Benefits

Comp & perks
  • 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
  • Flexible work arrangements, including remote work anywhere in the United States
  • In-person team on-sites throughout the year for employees outside the tri-state area