Virtual Medical Assistant / Patient Advocate

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, including one in every county in the United States, and in 98% of primary care deserts.

Ro has been recognized as a Fortune Best Workplace in New York and Health Care for four consecutive years (2021-2024). In 2023, Ro was also named Best Workplace for Parents for the third year in a row. In 2022, Ro was listed as a CNBC Disruptor 50. 

The Patient Advocates are part of the Care Delivery team, primarily supporting our patients and our network of providers. They act as the non-clinically licensed part of a patient’s clinical healthcare team in conjunction with Registered Nurses, Nurse Practitioners, and Physicians. Patient Advocates provide administrative support to our providers and empathetic, concierge-style service to our patients. They maintain member-facing contact, liaising between the patient and provider for non-medical issues, answering any non-clinical questions the patient might have, and helping patients who require additional assistance completing their treatment requests. The Patient Advocate is integral to the patient’s healthcare team at Ro.

This is a 6-month assignment with the potential to extend or convert to a full-time role, based on business needs.

What You'll Do:

• Work in a rewarding and extremely fast-paced / high-growth environment to provide empathetic, concierge-style service to our patients, answering any non-clinical questions the patients might have via messaging and creating ‘magic’ for patients by finding ways to go above and beyond to meet their needs 

• Support providers with non-clinical administrative tasks in the Care Center (our medical record)

• Triage messages for providers by being responsive, reassigning, and resolving messages efficiently and timely

• Contact pharmacies to assist patients with non-clinical prescription needs or issues

• Provide feedback on workflow issues, provider responsiveness, quality, and clinical protocols 

• Pilot new efforts that expand retention opportunities or optimize operations

• Assist in the management of prior authorizations for weight management patients

What You'll Bring:

• Medical Assistant experience or Certified Nursing Assistant experience preferred

• Bachelor's Degree preferred

• 1-2 years of experience in an administrative and/or customer-facing role

• 1 year of experience working with insurance plans and policies (a plus)

• Experience in a fast-paced, highly iterative clinical care role preferred

• Excellent time management and organizational skills

• Experience with EHR and navigating multiple systems to answer patient questions/concerns

• Adaptable and flexible in rapidly-changing environments. 

• Comfortable working in fast-paced environments (a must)

• Detail-oriented and strong problem solving skills

• Self-starter, proactive and takes initiative

• Previous experience working in remote / start-up environment (a plus)

• Excellent writing skills - experience in creative writing or healthcare communications is a plus!

• Strong interpersonal communication skills

• Some prescheduled weekend and night availability will be required as part of your work schedule

• Will be required to work on some holidays

We're currently looking for the following availability:

• Option 1 – 4x10s (4 days/week, 10-hour shifts):

• Not applicable to candidates residing in California

• Schedule: Mon, Tues, Th, Fri — 1:00 PM–11:30 PM EST

• Schedule: Sun–Wed — 1:00 PM–11:30 PM EST

• Schedule: Wed–Sat — 1:00 PM–11:30 PM EST

• Option 2 – 5x8s (5 days/week, 8-hour shifts):

• Schedule: Mon–Fri — 3:00 PM–11:30 PM EST

While we try our best to accommodate schedule preferences whenever possible, schedules will be assigned based on the needs of the business.

The target hourly rate for this position is $28/hour. When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills, and experience. These considerations may cause your compensation to vary.

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.

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