Member Experience Coordinator

Summary

Join Ro as a Member Experience Coordinator and support patients throughout their treatment journey. You will answer questions, help them navigate the platform and their accounts, and triage medical questions to the healthcare team. This is a 6-month assignment with potential for extension or conversion to full-time. You'll provide excellent customer service, troubleshoot issues, and offer creative support solutions. The role requires experience in remote/hybrid customer service and strong problem-solving skills. The position offers a target hourly rate of $22.

Requirements

• Experience in a remote/hybrid customer service role
• Ability to meet performance metrics by working efficiently and effectively
• Desire to help patients solve complex problems
• Ability to think quickly, work autonomously, and de-escalate members
• Strong organizational skills and careful attention to detail
• Willingness to participate in ongoing learning and experience working in fast-paced environment
• Ability to maintain a calm, professional demeanor if members get escalated
• Relate to Ro’s mission

Responsibilities

• Respond to member inquiries across email and internal platforms, and be able to support inbound/outbound calls as requested
• Help with member onboarding, product education, and general troubleshooting across our website and mobile app
• Help troubleshoot issues with account management, shipments, and billing
• Be the eyes and ears of the patient, alerting the development and fulfillment teams of any technical issues that could potentially impact the patient experience. Your interactions with patients will be the basis of feedback that is delivered back to the rest of the company to continuously build on the patient experience
• Find creative, fun, and professional ways to deliver the best possible support for our patients

Preferred Qualifications

Experience with Zendesk or another CRM tool

Benefits

• The target hourly rate for this position ranges is $22/hour
• This is a 6-month assignment with the potential to extend or convert to a full-time role, based on business needs
• Working hours - 7am - 330pm EST OR 1130am - 8pm EST
• We're currently looking for the following availability: Sunday - Thursday OR Tuesday - Saturday