Virtual Member Experience Coordinator

Summary

Join Ro as a Member Experience Coordinator and support patients in their healthcare journey. You will answer questions, help them navigate the platform and treatment, 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, adapt quickly, and work in a fast-paced environment. The role requires some weekend and night availability and may include holiday work. Compensation is hourly, with a target rate of $22/hour.

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
• Some prescheduled weekend and night availability will be required as part of your work schedule
• May be required to work on some holidays

Responsibilities

• Respond to member inquiries across email and internal platforms, and 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