Virtual Patient Support Specialist
New
R
RoHealthcare
New York, NY or Remote, Must be available to work prescheduled nights, weekends, and designated holidays as required. Shifts operate between 1:00 PM - 11:30 PM ET.Full-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1–2 years
- Required Skills
- Problem SolvingZendeskTroubleshootingCustomer support
Requirements
- 1–2 years of experience in a remote/hybrid customer-facing role.
- Experience supporting customers or patients across multiple channels, including email and phone.
- Strong customer focus and a genuine interest in helping patients navigate complex situations.
- Strong critical-thinking, problem-solving, and organizational skills with attention to detail.
- Ability to learn and navigate multiple operational and technology systems; Zendesk experience is a plus.
- Comfortability using AI knowledge bases and tools in day-to-day workflows.
- Ability to work independently and efficiently in a metrics-driven environment.
- Demonstrated ability to identify recurring issues or trends and surface potential solutions.
- Dependability, adaptability, and a commitment to continuous learning.
- High integrity and a commitment to patient safety, confidentiality, and professional standards.
- Availability to work prescheduled nights, weekends, and designated holidays as required.
Responsibilities
- Manage patient interactions across assigned communication channels, including email, phone, live chat, and internal platforms.
- 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.
- 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.
- Maintain accurate documentation and consistently follow established workflows, policies, and procedures.
- Identify recurring patient concerns and proactively surface observations to improve tools and the overall patient experience.
- Collaborate with teammates and cross-functional partners to share patient feedback and contribute to continuous improvement.
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