Probably Genetic
Healthcare
PatientExperienceSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Patient Experience Specialist at Probably Genetic. Skills: Patient experience, Customer support. Respond to patient inquiries. Conduct outbound calls”
Industry & Context.
Issue resolution; Troubleshooting
What They're Looking For.
Must Have
Undeniable patient-first mindset, Written and verbal communication, Comfort managing multiple channels, Organized and thorough, Startup agility and scrappy approach
Nice to Have
Familiarity with genetic testing, Familiarity with rare disease, Familiarity with clinical workflows, Knowledge of HIPAA, Knowledge of patient data privacy, Experience with support automation, Experience with workflow tooling, Familiarity with Claude/OpenAI Codex, Familiarity with Twilio, Familiarity with HubSpot, Familiarity with Iterable, Familiarity with social media platforms
What You'll Do.
Respond to patient inquiries
Conduct outbound calls
Follow up with patients
Monitor operational inbox
Escalate patient issues
Provide guidance to patients
Document patient issues
Follow established SOPs
Troubleshoot patient scenarios
Implement process improvements
Surface patient pain points
Surface patient trends
Coordinate with clinical partners
Coordinate with laboratory partners
Resolve patient-facing issues
Contribute to continuous improvement
How You'll Work.
Team & Collaboration
Internal team escalation; Cross-functional collaboration
Communication Scope
Written communication; Verbal communication
Full Job Description
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 patient issues accurately and
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