Ro
Virtual Member Experience Coordinator (Temp)
Job Summary
The role involves supporting patients by answering questions, assisting with account management, and troubleshooting issues related to the platform and treatment plans. Candidates should have experience in remote customer service, strong communication skills, and the ability to work in a fast-paced environment. The position requires flexibility with schedules including evenings and weekends, and emphasizes delivering high-quality support while providing feedback to improve patient experience. No specific employee benefits are mentioned in the job description.
Required Skills
Job Description
As a Member Experience Coordinator, you will support patients in their journey with Ro. You will answer questions to help them use and understand our platform and treatment offerings, and help them navigate their accounts, orders, and treatment plans. When necessary, you will also help triage patients to their healthcare team for any medical questions or assistance with their treatment plans.
Who are you? You are a team player and pride yourself on providing the very best in class customer service. You have a passion for assisting members with a ton of energy and zeal. You adapt quickly and enjoy working in a fast-paced environment.
This is a 6-month assignment with the potential to extend or convert to a full-time role, based on business needs.
Please note that as part of the application process, we do include some additional application questions. Your application will only be considered complete if you answer those questions.
- 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
- 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
- Experience with Zendesk or another CRM tool
- Option 1 – 4x10 (4 days/week, 10-hour shifts):
- Not applicable to candidates residing in California
- Schedule: Sunday–Wednesday OR Wednesday–Saturday
- Hours: 7:00 AM–5:30 PM EST OR 9:30 AM–8:00 PM EST
- Option 2 – 5x8s (5 days/week, 8-hour shifts):
- Schedule:Sunday–Thursday OR Tuesday–Saturday
- Hours:7:30 AM–4:00 PM EST OR 11:00 AM–7:30 PM EST
The target hourly rate for this position ranges is $22/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
Ro is a telehealth company connecting patients with US-licensed professionals entirely online. Get treatment now for weight loss, sexual health, hair loss, fertility, and more.
See more jobsSafe Remote Job Search Tips
Verify Employer Thoroughly
Research the company's identity thoroughly before applying. Check for a professional website with contacts, active social media, and LinkedIn profiles. Verify details across platforms and look for reviews on Glassdoor or Trustpilot to confirm legitimacy.
Never Pay to Get a Job
Legitimate employers never require payment for applications, training, background checks, or equipment. Always reject upfront payment requests or demands for bank details, even if they claim it's for purchasing necessary work gear on your behalf.
Safeguard Your Personal Information
Protect sensitive data like SSN, bank details, or ID copies. Share this only after accepting a formal, written job offer. Ensure it's submitted via a secure company system or portal, never through insecure channels like standard email attachments.
Scrutinize Communication & Interviews
Watch for communication red flags: poor grammar, generic emails (@gmail), vague details, or undue pressure. Be highly suspicious of interviews held only via text or chat apps; legitimate companies typically use video or phone calls.
Beware of Unrealistic Offers
If an offer's salary or benefits seem unrealistically high for the work involved, be cautious. Research standard pay for similar roles. Offers that appear 'too good to be true' are often scams designed to lure you into providing information or payment.
Insist on a Formal Contract
Always secure and review a formal, written job offer or employment contract before starting work or sharing final personal details. Ensure it clearly defines your role, compensation, key terms, and conditions to avoid misunderstandings or scams.