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.
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
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
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.
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
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.
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