As a Member Experience Coordinator, you will guide patients through their journey with Ro. You will address their questions to help them understand and use our platform and treatment options, and assist them in managing their accounts, orders, and treatment plans. When needed, you will also direct patients to their healthcare team for medical inquiries or support with their treatment plans.

Who are you? You’re a collaborative team member who takes pride in delivering top-tier customer service. You’re passionate about helping members and bring plenty of enthusiasm and energy. You adapt easily and enjoy working in a fast‑paced environment.

This is a 6‑month assignment with the possibility of extension or conversion to a full-time role depending on business needs.

Please note that completing the additional application questions is required for your application to be considered.

What You’ll Do:
• Respond to member questions via email and internal systems, and handle inbound and outbound calls as needed
• Support member onboarding, product education, and general troubleshooting on our website and mobile app
• Assist with resolving issues related to accounts, shipments, and billing
• Act as the patient’s advocate, notifying development and fulfillment teams of technical issues that may affect the patient experience, and providing feedback based on your interactions
• Deliver excellent support in creative, positive, and professional ways

What You’ll Bring:
• Experience in a remote or hybrid customer service role
• Ability to meet performance goals through efficient and effective work
• A desire to help patients solve complex issues
• Quick thinking, independence, and the ability to de‑escalate members
• Strong organization and attention to detail
• Openness to continuous learning and comfort working in a fast-paced setting
• A calm, professional attitude during escalated interactions
• Alignment with Ro’s mission

Bonus Points:
• Experience with Zendesk or another CRM platform

Availability Needed:
• Sunday–Thursday or Tuesday–Saturday
• Hours: 7:00am–3:30pm EST or 11:30am–8:00pm EST

The target pay for this role is $22 per hour. Compensation is determined by factors such as location, experience, skills, and job-specific knowledge, which may affect the final rate.