Support Agent (Full Time)

Company: Rugiet Health

Location: Austin, TX (Remote)

About Rugiet Health: Rugiet Health is a fast-growing, Austin-based direct-to-consumer telemedicine company redefining the landscape of men’s and women’s health, with a focus on hormone optimization. Our mission is to make access to high-quality, compounded medications simple, seamless, and accessible—delivered through a tailored digital experience that blends luxury service with clinical precision.

Backed by a nimble, passionate leadership team with deep expertise across Clinical, Marketing, and Technology sectors, we’re reshaping U.S. healthcare by offering innovative, personalized solutions that empower people to lead healthier, more fulfilling lives.

The Opportunity: We are looking for a compassionate, detail-oriented, and highly communicative Patient Support Agent to join our dedicated team. In this essential role, you will serve as the primary point of contact for Rugiet Health members, delivering outstanding service and personalized support throughout their care journey. You’ll play a key role in ensuring a seamless, informed, and empathetic experience—guiding patients through our platform, clarifying treatment plans, and resolving inquiries with care and efficiency.

If you're a natural problem-solver who finds fulfillment in helping others and excels in a fast-paced, patient-focused environment, especially within the healthcare space, we’d love to hear from you.

What You'll Do:

1. Serve as the First Point of Contact  - Engage with Rugiet Health members via phone, email, and chat to address questions related to their accounts, prescriptions, order status, and navigating our platform.

2. Provide Empathetic, Patient-Centered Support  - Listen actively to patient concerns, demonstrate empathy, and de-escalate challenging situations with professionalism and a positive demeanor.

3. Resolve Issues Efficiently  - Investigate and resolve patient concerns promptly, collaborating with internal teams—including Clinical, Pharmacy, and Operations—to ensure timely, accurate solutions.

4. Become a Product & Service Expert  - Gain in-depth knowledge of Rugiet Health’s products, services, and workflows to provide clear, accurate, and helpful information to patients.

5. Guide and Educate Patients  - Support patients in understanding their treatment plans, medication usage, and next steps—ensuring they feel informed, confident, and cared for.

6. Maintain Accurate Records  -  Document all patient interactions and resolutions in our CRM system with accuracy and attention to detail to support continuity of care.

7. Contribute to Continuous Improvement  - Identify recurring issues or patient feedback trends and share insights with internal teams (Product, Clinical, Marketing) to enhance the overall patient experience.

8. Ensure Compliance and Privacy  - Uphold HIPAA regulations and internal privacy policies to safeguard patient information at all times.

What You Bring:

• Experience in a customer service, patient support, or call center role, preferably within a healthcare, telemedicine, or direct-to-consumer (D2C) environment. 
• Exceptional verbal and written communication skills, with the ability to explain complex information clearly and concisely. 
• Proven ability to empathize with customers, maintain composure, and resolve issues calmly under pressure. 
• Proficiency with CRM software (e.g., Zendesk, Salesforce) and general office software (Microsoft Office Suite, Google Workspace). 
• High attention to detail and accuracy in documenting information. 
• Ability to work independently and as part of a collaborative team. 
• Adaptability and a willingness to learn new systems and processes quickly in a dynamic environment. 
• High school diploma or equivalent; Bachelor's degree is a plus. 

Bonus Points If You Have:

• Experience in a regulated industry, particularly healthcare. 
• Familiarity with medical terminology or pharmaceutical processes. 
• Experience with chat-based support. 

Why Join Rugiet Health?

• Direct Impact: Play a crucial role in improving people's lives by providing direct support and ensuring a positive healthcare experience. 
• Growth Opportunity: Join a fast-growing, innovative company with opportunities for professional development and career advancement. 
• Collaborative Culture: Be part of a supportive and passionate team that values communication and patient well-being. 
• Disrupt Healthcare: Work with a company at the forefront of personalized telemedicine. 

Compensation & Perks

• $17–$19/hour
• Monthly team contests with gift card prizes 
• Health, dental, and vision coverage 
• 401(k) program 
• 3 weeks of PTO 
• Monday–Friday, 9:00 AM–5:30 PM 

  To Apply: If you are excited by the opportunity to provide outstanding patient support and contribute to a revolutionary healthcare company, please submit your resume and a cover letter detailing your relevant experience and why you are a great fit for this position.