About the roleWe are looking for a Patient Experience Specialist who will serve as a frontline resource and compassionate guide for patients navigating their genetic testing journey with Probably Genetic.
What you will doPatient Support & Communication
- Respond to inbound patient inquiries across email, chat, phone, and social media within established response time targets
- Conduct outbound calls and follow-ups with patients to support task completion, re-engagement
- Monitor the shared operational inbox and escalate patient issues to the appropriate internal team (Product, Engineering, Clinical, or Lab partners)
- Provide clear, human guidance to patients at every stage of their journey - from initial inquiry through receiving their results
Issue Resolution & Documentation
- Document patient issues accurately and follow through on escalations until resolution
- Follow established SOPs to troubleshoot common patient scenarios, flag when processes need updating, and implement improvements where appropriate
- Proactively track open cases to ensure nothing falls through the cracks
- Surface recurring patient pain points and trends to the Patient Success Manager, Product, and Engineering teams
Cross-Functional Collaboration
- Coordinate with clinical and laboratory partners to resolve patient-facing issues
- Contribute to a culture of continuous improvement - we're always looking for better ways to serve patients
Who you areWe are looking for a few specific things that will help you succeed in this role:
- Undeniable patient-first mindset - you genuinely care about the people on the other end of every interaction
- Strong written and verbal communication skills; you write the way a caring human talks, not like a corporate FAQ
- Comfort managing multiple channels and competing priorities without losing composure or quality
- Experience with patient or customer support platforms, particularly Zendesk
- Organized and thorough - you follow through, close loops, and nothing slips
- Startup agility and a scrappy approach to getting the work done
Some things that are not required, but you will learn on the job:
- Familiarity with genetic testing, rare disease, or clinical workflows
- Knowledge of HIPAA and patient data privacy best practices
- Experience with support automation or workflow tooling
- Familiarity with tools like Claude/OpenAI Codex, Twilio, HubSpot, Iterable, or social media management platforms
As with all new hires at Probably Genetic, you will also need to be:
- A good person. We work with some of the most marginalized populations on the planet and empathy is key
- Patient-focused and motivated to have a lasting, positive impact on humanity
- Comfortable in a fast-paced, often ambiguous environment with rapid change
- Action-oriented and excited to build a company from the ground up
The salary range for this role is $80,000-$100,000 annually. Actual compensation offered will depend on several factors including but not limited to: work experience, education, skill level, and/or other business and organizational needs.
What we offer at Probably Genetic:- An engaging and supportive team all on a mission to improve lives
- Fair and equitable compensation with competitive early-stage equity grants
- Generous Flexible Time off policy, that we actually use
- Parental Leave Benefits (12 weeks for both birthing and non-birthing)
- Hybrid, flexible work with high-trust and autonomy
- A bright, inviting, pet-friendly office in Downtown SF near transit
- A "work from anywhere" policy, up to 4 weeks a year
- Regular team retreats in exciting destinations
- Health Benefits including medical, dental, vision, therapy, FSA, and 401k
- And so much more!
