Seasonal, 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. The hourly rate for this position is $24/hour. Ro recognizes the power of in-person collaboration, while supporting the flexibility to work anywhere in the United States. For our Ro’ers in the tri-state (NY) area, you will join us at HQ on Tuesdays and Thursdays. For those outside of the tri-state area, you will be able to join in-person collaborations throughout the year (i.e., during team on-sites).   At Ro, we believe that our diverse perspectives are our biggest strengths — and that embracing them will create real change in healthcare. As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability and/or any other legally protected classification protected by federal, state, or local law.   Ro is committed to providing reasonable accommodations for qualified individuals with disabilities in our application and interview process. If you require a reasonable accommodation in the application or interview process, please contact us at talent@ro.co.   See our California Privacy Policy here.

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:

We’ve Got You Covered:

Medical benefits through an Individual Coverage Health Reimbursement Arrangement (ICHRA), beginning the first day of the calendar month following your 60th day of employment

401(k) with company match