USD per year
Patient Experience Specialist
Location
San Francisco
Employment Type
Full time
Location Type
Hybrid
Department
Product
Compensation
- L3 $80K – $100K • Offers Equity
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 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 are
We 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,...
Probably Genetic is a leading company in the field of genetics, specializing in the detection of rare genetic diseases using simple DNA tests. They offer customized solutions for patients and doctors, simplifying diagnosis and helping to find answers. Their services include free testing, insurance-billed care, and research advancing rare disease diagnosis. They focus on affordable genetic testing for rare diseases and have helped diagnose more than 50% of people who previously had unexplained symptoms. The company provides global coverage with services available to clients in different countries.
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