Patient Experience Specialist
ABOUT PROBABLY GENETIC
Probably Genetic is changing the lives of patients living with severe, complex diseases. Our data platform is used by drug developers and patient advocacy groups to develop and launch treatments for these patients. Our technology discovers undiagnosed patients online, analyzes their disease state using machine learning and at-home testing, and enables compliant communication with patients. In doing so, we help patients access diagnoses, clinical trials, and treatments as early as possible.
We are a tight-knit group of hard-working, ambitious problem solvers united by a mission greater than ourselves. We do well by doing right by patients. We are developing some of the most cutting-edge solutions in healthcare, and our roadmap is packed with innovations in bioinformatics, AI, and drug development. We have built a lean, all-star team to help us bring our vision to life, and we want you to be a part of it.
Probably Genetic has raised multiple rounds of funding from Silicon Valley’s best investors, including Threshold, Khosla, and Y Combinator, and offer competitive salaries, comprehensive benefits, and meaningful early stage equity.
ABOUT THE ROLE
We 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 DO
Patient 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 pati...