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Provides empathetic, non-clinical support to telehealth patients and providers. Responsibilities include answering patient questions, managing EHR messages, investigating care issues, coordinating with pharmacies and insurers, assisting with benefits verification and prior authorizations, and communicating actionable next steps. The role also identifies workflow improvements, supports operational initiatives, and works toward service and quality metrics in a remote, asynchronous environment.
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.
Patient Advocates are part of the Care Delivery team, supporting our patients and network of providers as the non-clinically licensed members of a patient’s healthcare team. Working alongside Registered Nurses and Practitioners, Patient Advocates provide non-clinical administrative support to providers and empathetic, high-touch service to patients. Patient Advocates serve as a connection point between patients, providers, pharmacies, and insurance partners, helping patients navigate their care experience and resolve non-clinical needs. They answer patient questions, investigate more complex issues, communicate clear next steps, and provide additional support when patients need help moving through the treatment journey. Through proactive problem-solving, clear communication, and patient advocacy, Patient Advocates help create a seamless, supportive healthcare experience at Ro.
What You'll Do:
- Provide empathetic, high-touch support to patients anticipating needs, answering non-clinical questions, and proactively helping patients navigate their care experience
- Support providers with non-clinical administrative tasks in the Care Center (our Electronic Medical Record), including triaging, reassigning, and resolving patient messages accurately and efficiently
- Investigate and navigate complex patient situations, working with clinical, pharmacy, insurance, and operational teams to resolve issues and translate complex information into clear, actionable next steps for patients
- Contact pharmacies and insurance providers to assist patients with non-clinical prescription needs or issues, including benefits verification and prior authorizations
- Partner with cross-functional team mates within the organization and medical practice to balance patient needs, share knowledge, and contribute to team service, quality, and operational goals
- Surface recurring patient, provider, or workflow issues and provide feedback to help improve the patient experience and team operations
- Participate in pilots and new initiatives that improve patient support, expand retention opportunities, or optimize operations
What You'll Bring to the Team:
- 1–2 years of experience in a patient-facing administrative, healthcare, customer service, or operations role
- Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically
- Strong problem-solving skills and attention to detail, with the ability to investigate issues, identify next steps, and follow through to resolution
- Excellent time management and organizational skills, with the ability to work independently and manage multiple priorities in a fast-paced, asynchronous environment
- Demonstrated proficiency and comfort utilizing diverse technological tools and platforms to research and resolve patient inquiries; prior experience with EHR systems is strongly preferred
- Comfort working with internally-approved LLM-based message systems, ability to critically review LLM-generated content for accuracy
- Comfort utilizing internally-approved AI-based tooling for day-to-day workflows, comfort prompting AI tooling
- Comfort working toward defined service, productivity, and quality expectations and metrics
- Experience with health insurance plans, benefits verification, and/or prior authorizations preferred
Patient-facing Medical Assistant or other relevant healthcare experience preferred - Bachelor's Degree preferred
- Proficiency with collaboration and productivity tools such as Google Workspace and Slack
- Adaptability and a proactive approach to working in a rapidly changing environment
- Patients need support every day of the year, and that includes holidays. You will participate in a holiday work rotation.
We’re Currently Looking for the Following Availability:
- Sunday–Wednesday: 1:00 PM - 11:00 PM ET
- Wednesday–Saturday: 1:00 PM - 11:00 PM ET
- Monday, Tuesday, Thursday, Friday: 1:00 PM - 11:00 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.
We’ve Got You Covered:
- 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 $28/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 [email protected].
See our California Privacy Policy here.
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