Patient Experience Specialist

About the Company

Probably Genetic is building technology that helps people living with severe and complex conditions get diagnosed and treated sooner. Its platform supports drug developers and patient advocacy organizations in identifying undiagnosed patients, assessing disease status with machine learning and at-home testing, and enabling compliant patient communication. The goal is to help patients reach diagnoses, clinical trials, and treatment options as early as possible.

The company describes itself as a close, high-performing team motivated by a mission larger than itself. It focuses on patient-centered work, combining healthcare with advanced bioinformatics, AI, and drug development. It is backed by multiple rounds of funding from well-known Silicon Valley investors and offers competitive pay, strong benefits, and early-stage equity.

About the Role

The Patient Experience Specialist will act as a first point of contact and supportive guide for patients throughout their genetic testing experience. This role is based in San Francisco and is intended for someone who can deliver thoughtful, responsive, and organized support across several communication channels.

What You’ll Do

• Handle patient questions and requests coming in through email, chat, phone, and social platforms while meeting response-time expectations.
• Make outgoing calls and follow up with patients to help them complete tasks and re-engage when needed.
• Watch the shared operations inbox and route patient issues to the right internal teams, including Product, Engineering, Clinical, or Lab partners.
• Offer clear, empathetic guidance to patients from their first inquiry through the point when they receive their results.
• Log patient concerns accurately and keep escalations moving until they are resolved.
• Use established SOPs to handle common situations, identify when processes need improvement, and support updates where appropriate.
• Keep track of open cases proactively so issues do not get missed.
• Bring recurring pain points and patterns to the attention of the Patient Success Manager, Product, and Engineering teams.
• Work closely with clinical and laboratory partners to resolve patient-facing problems.
• Help strengthen a culture of continuous improvement in how patients are supported.

What We’re Looking For

• A genuine patient-first attitude and a strong commitment to helping people.
• Excellent written and spoken communication skills, with a warm and human tone.
• Ability to manage several channels and priorities at once without compromising quality or composure.
• Hands-on experience with patient or customer support tools, especially Zendesk.
• Strong organization and follow-through, with the ability to close the loop on tasks and issues.
• A startup-minded, resourceful approach to getting work done in a fast-moving environment.

Preferred But Not Required

• Exposure to genetic testing, rare disease, or clinical workflows.
• Understanding of HIPAA and patient privacy best practices.
• Experience with support automation or workflow tools.
• Familiarity with tools such as Claude, OpenAI Codex, Twilio, HubSpot, Iterable, or social media management platforms.

Additional Qualities Needed

• Someone who is kind, empathetic, and comfortable working with marginalized communities.
• A person motivated by patient impact and long-term positive change.
• Comfort working in a fast-paced environment where priorities can shift quickly.
• An action-oriented contributor who is excited to help build a company from the ground up.

Compensation

The annual salary range for this position is USD 80,000 to USD 100,000. Final compensation will depend on factors such as experience, education, skill level, and broader business needs.

Benefits and Perks

• Supportive team environment focused on improving lives.
• Competitive compensation with meaningful early-stage equity.
• Flexible time off that the team actively uses.
• Parental leave for both birthing and non-birthing parents for 12 weeks.
• Flexible hybrid working model with a high level of trust and autonomy.
• Bright, welcoming, pet-friendly office in downtown San Francisco near transit.
• Work-from-anywhere flexibility for up to 4 weeks per year.
• Regular team retreats in interesting destinations.
• Health coverage and support, including medical, dental, vision, therapy, FSA, and 401(k).
• Other additional benefits not specifically listed.

Equal Opportunity and Accommodations

Probably Genetic is committed to creating an inclusive workplace for people of all genders, sexual orientations, ethnicities, socioeconomic backgrounds, and life experiences. Candidates from all backgrounds are encouraged to apply. If you need accommodations during the interview process or while considering the role, you can request them.