Full-Time Virtual Medical Assistant / Patient Advocate

About Ro
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 in nearly every single county in the United States, including 99% of primary care deserts. Ro is consistently recognized as a top workplace in Health Care, in New York, and for Women and Parents—earning more than 20 honors from Fortune, Great Place to Work, and PEOPLE since 2021. In 2025 alone, we ranked top 5 among medium workplaces in Health Care and New York, and top 50 nationwide.
What You'll Do
- Provide empathetic, high-touch support to patients anticipating needs, answering non-clinical questions, and proactively helping patients navigate their care experience.
- Support providers with non-clinical administrative tasks in the Care Center (our Electronic Medical Record), including triaging, reassigning, and resolving patient messages accurately and efficiently.
- Investigate and navigate complex patient situations, working with clinical, pharmacy, insurance, and operational teams to resolve issues and translate complex information into clear, actionable next steps for patients.
- Contact pharmacies and insurance providers to assist patients with non-clinical prescription needs or issues, including benefits verification and prior authorizations.
- Partner with cross-functional team mates within the organization and medical practice to balance patient needs, knowledge, and contribute to team service, quality, and operational goals.
- Surface recurring patient, provider, or workflow issues and provide feedback to help improve the patient experience and team operations.
- Participate in pilots and new initiatives that improve patient support, expand retention opportunities, or optimize operations.

What You'll Bring to the Team
- 1–2 years of experience in a patient-facing administrative, healthcare, customer service, or operations role.
- Strong written and verbal communication skills, with the ability to communicate complex information clearly and empathetically.
- Strong problem-solving skills and attention to detail, with the ability to investigate issues, identify next steps, and follow through to resolution.
- Excellent time management and organizational skills, with the ability to work independently and manage multiple priorities in a fast-paced, asynchronous environment.
- Demonstrated proficiency and comfort utilizing diverse technological tools and platforms to research and resolve patient inquiries; prior experience with EHR systems is strongly preferred.
- Comfort working with internally-approved LLM-based message systems, ability to critically review LLM-generated content for accuracy.
- Comfort utilizing internally-approved AI-based tooling for day-to-day workflows, comfort prompting AI tooling.
- Comfort working toward defined service, productivity, and quality expectations and metrics.
- Experience with health insurance plans, benefits verification, and/or prior authorizations preferred.
- Patient-facing Medical Assistant or other relevant healthcare experience preferred.
- Bachelor's Degree preferred.
- Proficiency with collaboration and productivity tools such as Google Workspace and Slack.
- Adaptability and a proactive approach to working in a rapidly changing environment.

Availability
Patients need support every day of the year, and that includes holidays. You will participate in a holiday work rotation. We’re Currently Looking for the Following Availability:
- Sunday–Wednesday: 1:00 PM - 11:00 PM ET
- Wednesday–Saturday: 1:00 PM - 11:00 PM ET
- Monday, Tuesday, Thursday, Friday: 1: