Ro
Ro's mission is to be a patient's first call for all of their healthcare needs.
New York, NY

Member Experience Coordinator - Email/Chat Team Team - New York, NY

| Greater NYC Area
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About Ro
Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high-quality, affordable healthcare without the need for insurance. Since 2017, Ro has facilitated more than six million digital healthcare visits in nearly every county in the United States, including 98% of primary care deserts. Visit Ro.co for more information.
Ro was named #2 in Wellness on Fast Company’s 2019 list of the World’s Most Innovative Companies, listed by Inc. Magazine as a Best Place to Work in 2020, and earned its Great Place to Work Certification in 2020.

We are Ro, a patient-driven healthcare technology company reinventing the way the healthcare system works. As a Member Experience Coordinator, you will be front and center maintaining the relationship between our members and their health.

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.

As a member of our Care Team, you’ll help prospective members complete their online visits and answer questions about our products and services, while also helping current members with their accounts, orders, and physician inquiries. Overall, you want to always deliver an 11 out of 10 experience.

What You'll Do:

  • Field and respond to member inquiries across email and SMS channels 
  • Help with member onboarding, product education, and general troubleshooting
  • Educate members on product and pricing, and answering onboarding questions
  • Help troubleshoot issues with account management, shipments, and billing teams
  • 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. Also, be their head, shoulders, knees, and toes
  • Find creative, fun, and professional ways to deliver the best possible support for our patients

What You'll Bring to the Team:

  • Experience in a customer service role
  • Ability to think quickly and work autonomously
  • Strong organizational skills and careful attention to detail
  • Strong written skills, with particular attention to content flow, grammar, and syntax
  • Ability to maintain a calm, professional demeanor if members get escalated 
  • Relate to Ro’s mission

Bonus Point:

  • Experience with Zendesk
  • Experience with electronic medical records

Benefits + Perks:

  • Full medical, dental, and vision insurance
  • Healthcare and Dependent Care FSA
  • 401(k)
  • Unlimited PTO
  • Fitness reimbursement
  • Paid maternity/parental leave

We welcome qualified candidates of all races, creeds, genders, and sexuality to apply.

See our California Privacy Policy here.

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Where we are

Ro is located in the heart of Flatiron district at the corner of 23rd and 6th.

Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • LookerLanguages
    • ReactLibraries
    • DjangoFrameworks
    • PostgreSQLDatabases
    • AsanaManagement
    • JIRAManagement
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What are Ro Perks + Benefits

Ro Benefits Overview

Ro provides holistic employee benefits that allow Ro’ers to live their best lives and do their best work. Ro is focused on creating a supportive, equitable, and enjoyable experience for employees from its onboarding programs, to performance and compensation practices, to parental leave policies, health benefits offerings and beyond.

Culture
Volunteer in local community
Ro offers employees two paid volunteer days per year of the employee’s choice
Partners with Nonprofits
Ro Coffee Chats program to mentor BIPOC students in partnership with local organizations and universities. Ro also partners with the NY Fund for Public Health & All Star Codes
Friends outside of work
Eat lunch together
Intracompany committees
Ro has a Diversity, Equity, and Inclusion (DEI) Council made up of employees and leadership from across the company
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Ro hosts recurring diversity, equity and inclusion trainings for its employees and the providers delivering care on its telehealth platform, covering topics such as racism in healthcare, unconscious b
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Ro supports and funds Employee Resource Groups, including: Asians of Ro, Black at Ro, LatinX at Ro, and Ro Pride to foster inclusion and allyship within Ro and the external community
Hiring Practices that Promote Diversity
Ro has designed and implemented a DEI hiring plan, with a special focus on the rapidly growing tech and engineering teams.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend

Additional Perks + Benefits

Ro is always listening to its employees to learn how to best improve or expand on its benefits programs, company practices, professional development, and community initiatives. Employee feedback has shaped many of the benefits, such the company’s remote work policies, wellbeing perks and CSR program.

An Insider's view of Ro

What does your typical day look like?

My day involves a lot of interactions with different teams to communicate and align on the ‘why’ behind the decisions we make as well as leading the work of the product design team — it’s full of constant decision making and communication throughout the day.

Pacssu Park

Director of Product Design

What is your vision for the company?

Ultimately, we aspire to be your first call — to either handle everything you need from beginning to end or to guide you throughout your journey when you’re better served by others. We see a world in which patients are in complete control of their care. A world in which physicians, nurses, and pharmacists are empowered, not replaced by technology.

RSZ

Founders

Jobs at Ro
36

All Jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Product
Project Mgmt
Content
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Director, Offline Marketing

Ro
Greater NYC Area
20 hours ago
+49
Reporting to the VP, Growth, this individual will be responsible for driving performance across these key top-of-funnel channels. They will be a senior partner and driving force behind the continued evolution and improvement of our creative, working in tight coordination with our Marketing team to ensure that creative hits the mark from both a brand and performance perspective. They will maintain and develop key external relationships with agencies and marketing partners and will constantly survey the landscape for new partners, services and tools that may enhance our campaign efforts. 

Software Engineer, iOS

Ro
Greater NYC Area
1 day ago
+49
As a Software Engineer on the brand new Mobile Team, you’ll build a future of mobile function at Ro from the ground up enabling Ro to expand medical care access to millions of Americans. Your work will be seen by and directly impact all of Ro’s members and will be integral to Ro’s success. You’ll do much more than just write code - you'll get to define our mobile architecture, engineering culture, processes, and best practices.

Senior Associate Editor

Ro
Greater NYC Area
1 day ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Executive Assistant

Ro
Greater NYC Area
1 day ago
+49
We’re looking for several Executive Assistants to join our team at Ro! This is a great opportunity to grow your career in a rapidly scaling organization. You should be comfortable operating with a high sense of urgency in a fast-paced, ever-changing environment. We are looking for individuals who take ownership, look for ways to optimize impact, and genuinely enjoy supporting others in order to make their lives easier, maximize productivity, and enable them to do their best work. 

Senior People Business Partner - Tech

Ro
Greater NYC Area
1 day ago
+49
As the Senior People Business Partner, you will serve as a trusted resource to employees, a strategic consultant to leaders on all types of people-related matters, and lead People team initiatives. Reporting into the Director of People, you will be empowered to have direct ownership over a variety of projects and work. You will work across the organization to help us maintain and continuously improve our unique culture as we grow and to scale and support the business in achieving our meaningful mission and stellar results. 

Associate Director, Provider Care

Ro
Greater NYC Area
1 day ago
+49
We are looking for an empathetic and results-oriented leader to join our Medical Operations department as an Associate Director of Provider Care. In this role, you’ll focus on provider engagement, performance, and training - using your expertise to create a first-rate environment for providers and build a strong sense of community. This role reports to the Senior Director of Medical Operations and will work closely with clinicians in the provider network.

Associate Director, Platform Care

Ro
Greater NYC Area
1 day ago
+49
This role will lead all the components of the daily operation on the Medical Operations team and plays an integral part in setting the operational strategy for delivering medical care by providers on the Ro platform. The Associate Director of Platform Care will be responsible for setting departmental growth strategy while driving high-quality care and responsiveness by both the provider teams and our non-clinical Coordinators. The role will create an environment for continuous improvement and innovation that delivers the best healthcare experience for our providers and our patients. 

Product Manager, Patient Care

Ro
Remote
2 days ago
+49
We are growing quickly, and building a patient-centric healthcare system requires an incredibly strong, energetic team. We are looking for a highly collaborative, motivated product manager to join the rockstar team that is fundamentally changing how healthcare is delivered in the United States. You’ll work closely with our engineering, design, clinical and legal teams to make it ridiculously easy for doctors and nurses to give high-quality, patient-centric care at scale.

Senior People Business Partner

Ro
Greater NYC Area
2 days ago
+49
As the Senior People Business Partner, you will serve as a trusted resource to employees, a strategic consultant to leaders on all types of people-related matters, and lead People team initiatives. Reporting into the Director of People, you will be empowered to have direct ownership over a variety of projects and work. You will work across the organization to help us maintain and continuously improve our unique culture as we grow and to scale and support the business in achieving our meaningful mission and stellar results. 

Engineering Manager, Patient Care

Ro
Greater NYC Area
2 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Senior Clinical Marketing Manager

Ro
Remote
2 days ago
+49
As a Senior Clinical Marketing Manager, you’ll bridge the gap between Ro’s Clinical Team and Marketing Team. Working together with copywriters, designers, and marketing strategists, you’ll be involved in meetings to contribute to our positioning and messaging for new condition launches, special promotions, and advertising campaigns. Your role? To bring the clinical perspective to the table and ensure Ro’s high standards for medical accuracy are met in every project. Then, when the time comes for assets to “go live,” you’ll help serve as one-half of Ro’s unique medical/legal review process of public-facing materials.

Director, Brand Design

Ro
Greater NYC Area
2 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Engineering Manager, Patient Experience Platform

Ro
Greater NYC Area
3 days ago
+49
As an Engineering Manager on our Patient Experience team, you’ll build the products and technology that help us meet our patients at eye level and reduce complexity. Our goal is to enhance the trust and confidence of our patients while giving them a seamless and empowering way to take control of their health. Leading the Platform Team, you’ll have a unique experience of driving a technical roadmap to enhance the software and systems that our Patient Experience teams rely on. In this role you’ll collaborate with engineering leaders and teams across the org, and bring those best practices and engineering excellence to building the future platform of Patient Experience. At Ro you’ll thrive in a fast-paced environment, make an impact and lead with empathy to develop and mentor engineering teams building complex products, solutions, and systems.

VP, Member Experience

Ro
Greater NYC Area
3 days ago
+49
The role will be responsible for setting the strategy to improve the member experience at Ro. The VP of Member Experience will create an environment for continuous improvement and innovation that delivers the best healthcare experience for our patients. Equally important, the VP of Member Experience will be a first-class people leader that can continue to build an incredible working environment for our teams. The VP will help us map out a new future in what the very best patient care experience looks like. 

Director of Infrastructure

Ro
Greater NYC Area
4 days ago
+49
Lead engineering teams to improve and consistently deliver software within the Infrastructure team. Influence change and deliver sustainable technical and architectural decisions to improve efficiencies across the board. Build a strong foundational relationship within and across teams, leading by example and embodying Ro’s core values of relentlessness, empathy, curiosity, effectiveness, and magic. Act as a bridge between other squads and departments such as Product, Design, Data, Finance, and Security. Advocate for technical engineering excellence and guide career growth development for team members.

Freelance Health Writer

Ro
Remote
5 days ago
+49
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Senior Director of Clinical Experience, Skincare

Ro
Remote
6 days ago
+49
As the Director of Clinical Experience: Skincare, you will be the Clinical representative on a cross-functional team that creates and optimizes the best-in-class digital clinical patient experience for skincare on our platform. You will work with product managers, designers, marketing professionals, and others to create the best, personalized skincare experience. You’ll use your medical knowledge, research skills, and understanding of skin physiology to harness the power of technology to help patients achieve their desired health outcomes. You will collaborate with stakeholders on other teams, including Medical Operations, Clinical Research, Quality & Safety, Growth, and Marketing to provide the safest, most enjoyable healthcare user experience.

General Manager, Skincare

Ro
Greater NYC Area
6 days ago
+49
We are rapidly growing our patient offerings as we seek to solve more and more of our patients’ healthcare needs. To ensure success, we are looking for a best-in-class General Manager (GM) to help us define, build, and scale one of our newest care verticals. You will both set the strategy for this new vertical and lead the charge on execution. You will own the patient experience, in conjunction with Clinical leadership, and be accountable for the P&L. You will report to our CEO and Founder and directly oversee a cross-functional team across Product, Engineering, Design, Marketing, Growth, and Clinical.

Talent Coordinator (Contract)

Ro
Remote
6 days ago
+49
As a Talent Coordinator, you'll be instrumental in helping us bring the very best talent to Ro. You will work closely with recruiters and hiring managers to help scale our teams and create a seamless candidate experience. You will be an advocate for the Talent team, providing an exceptional experience for both internal and external stakeholders.

Senior Product Designer (Multiple Openings)

Ro
Greater NYC Area
6 days ago
+49
We’re looking for a multi-disciplinary designer and a strong collaborator, who’s passionate about telehealth space. You’ll be an integral part of the entire product development process working closely with Product Managers and Engineers, from research and ideation through delivery and iteration. You will bring a strong mix of design leadership, user-centric problem solving, innovative product insights, and UX expertise to the teams. In collaboration with stakeholders across medical, legal, marketing, operations, your work will impact the lives of our members all across the country.

Group Product Manager, Growth

Ro
Greater NYC Area
6 days ago
We are looking for a strategic product thinker to manage a team of product managers, who are focused on accelerating Ro’s business growth. You will own a significant part of the patient journey to drive member engagement and retention. Reporting to the Director of Product for the Patient Experience team, you will partner closely with leaders across Tech, Growth Marketing, Brand Marketing, Finance, and Clinical to define the future of Ro’s patient-facing experience.

Director, Compensation

Ro
Greater NYC Area
6 days ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Outreach Coordinator

Ro
Remote
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Director, Growth [New Vertical]

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Member Experience Coordinator - Phone Team - New York, NY (Part-Time)

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Director of Pharmacy Operations

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Director of Product Design, Patient Care

Ro
Greater NYC Area
1 week ago
We are looking for a Director of Product Design to lead the vision, execution and optimization of delivering best-in-class care. You'll be accountable for Ro's patient-to-care-provider and provider-to-provider touchpoints, focused on areas such as: queuing and communications (video/chat), medical diagnostics and alerting, as well feature builds that enable new product launches. As a leader within the broader Design team at Ro, you'll report directly to the VP, Design and work closely with other Directors to strengthen design processes and culture, and promote design thinking in every area of our organization.

CRM Manager

Ro
Greater NYC Area
1 week ago
The CRM Manager role will play a vital role in the ideation and execution of programs aimed at improving held resolution for our members, supporting the rollout of complex conditions, and enabling CRM support for our Ro Pharmacy business line.  Reporting to the Senior Director of CRM, the CRM Manager will be responsible for the implementation and analysis of Ro's cross-channel marketing campaigns. The ideal candidate is a thought partner for innovative use of testing, technology, data, and insights to drive campaign efficiency and effectiveness. They will help to translate these ideas into action through organization, orchestration, and collaboration with the right team and tools to make it happen. The position collaborates with all parts of the business to create and execute CRM strategies that move business metrics.

Director Marketing Strategy, Skincare

Ro
Greater NYC Area
1 week ago
Ro is looking for a Director of Marketing Strategy to be a key player in growing our skincare category. Reporting to the Senior Director, Marketing Strategy, this role will contribute to brand development and powerful go-to-market strategies that establish our skincare category as industry-leading and create integrated programming that fuels brand awareness, achieves performance KPIs, and captures the attention and trust of our patients.

Growth Analyst, Paid Social

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Medical Writer

Ro
Greater NYC Area
1 week ago
Working as part of the Medical Content Team, producing high-quality material intended for the general public. Material includes articles on the epidemiology/pathophysiology/treatment of diseases, lifestyle articles centered on medical topics, expert interviews, blog-style articles on topics of personal interest, and reporting on medical news. Articles will be published on Health Guide. Researching topics in-depth by primarily relying on scholarly resources for information. Writing original copy while translating complex medical information into easily-digestible information. Properly citing all material. Identifying opportunities to include graphics, illustrations, video content, and interactive content into material and working with other members of the team to make it happen. Revising your own work based on feedback from peers. Systematically reviewing older content to update relevant facts and figures.

Group Product Manager, New Initiatives

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Senior Data Analyst

Ro
Greater NYC Area
1 week ago
As a Data Analyst, Product you will guide a product squad’s strategy and roadmap. This means everything from leading strategic analyses to inform decision-making and prioritization, to measuring product feature performance, to building out data availability and BI solutions, to brainstorming approaches to unstructured problems. You are analytical and technical, and you can communicate excellently with non-technical and technical stakeholders alike. You thrive in a startup setting, where every day is different and the problems that you’re tackling often don’t have established solutions. You are exceptionally thorough. You have a bias for action, and you love leveraging data to help our members become a healthier version of themselves.

Consumer Insights, Marketing Manager

Ro
Greater NYC Area
1 week ago
About Ro Ro is the healthcare technology company building a patient-centric healthcare system. Ro’s vertically integrated primary care platform powers a personalized, end-to-end healthcare experience from diagnosis, to delivery of medication, to ongoing care. With a nationwide provider network, in-home care API, and proprietary pharmacy distribution centers, Ro seamlessly connects telehealth, diagnostics, and pharmacy services to provide high

Member Experience Coordinator - Phone Team - New York, NY

Ro
Greater NYC Area
1 week ago
We are Ro, a patient-driven healthcare technology company reinventing the way the healthcare system works. As a Member Experience Coordinator, you will be front and center maintaining the relationship between our members and their health. 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.

Member Experience Coordinator - Email/Chat Team Team - New York, NY

Ro
Greater NYC Area
1 week ago
We are Ro, a patient-driven healthcare technology company reinventing the way the healthcare system works. As a Member Experience Coordinator, you will be front and center maintaining the relationship between our members and their health. 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.