Seasonal Virtual Patient Support Specialist
New
R
RoHealthcare
Listing location: New York, NY or Remote, 1:00 PM - 11:30 PM ETContractJunior
Salary not disclosed
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Job Details
- Experience
- 1–2 years of experience in a remote/hybrid customer-facing role
- Required Skills
- Problem SolvingZendeskCritical thinkingCustomer support
Requirements
- Have 1–2 years of experience in a remote or hybrid customer-facing role.
- Have experience supporting customers or patients across multiple channels, including email and phone.
- Communicate with empathy, clarity, and professionalism.
- Bring strong critical-thinking, problem-solving, and organizational skills, with sound judgment and attention to detail.
- Be able to learn and navigate multiple operational and technology systems and tools.
- Be comfortable using AI knowledge bases and tools in day-to-day workflows.
- Work independently and efficiently while collaborating with teammates and meeting performance expectations.
- Identify recurring issues or trends and confidently surface observations and potential solutions.
- Demonstrate dependability, adaptability, and a commitment to continuous learning.
- Maintain patient safety, confidentiality, and professionalism during challenging interactions.
- Be available for prescheduled nights, weekends, and designated holidays as required.
Responsibilities
- Manage patient interactions across email, phone, live chat, and internal platforms while meeting quality and productivity expectations.
- Support patients with 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 the appropriate channels.
- Maintain accurate documentation and follow established workflows, policies, and procedures related to patient safety and confidentiality.
- Stay current on Ro initiatives, workflows, treatment offerings, and product updates.
- Identify recurring patient concerns, workflow issues, and trends, and surface observations and potential solutions.
- Collaborate with teammates and cross-functional partners, sharing patient feedback and contributing to continuous improvement.
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