Patient Concierge

About Rugiet

Rugiet is one of the fastest-growing direct-to-consumer telemedicine companies in the US, revolutionizing men's health through bespoke compounded medications and a premium digital patient experience. We've built something rare: a product patients genuinely love, strong clinical outcomes, and a brand defined by quality. Now we're raising the bar on the one touchpoint that matters most — the moment a patient meets their provider.

The Role

The Patient Concierge is the human face of Rugiet at the most important moment in a patient's journey — the consultation. You are the warm, professional presence that greets every patient before their provider joins, makes them feel welcomed and prepared, and ensures their experience feels like first-class healthcare rather than a routine telehealth call.

Think of this role the way a great hotel concierge operates: anticipating needs, removing friction, making every guest feel like a VIP, and handing off seamlessly to the right person at exactly the right moment. You are not the doctor — you are the reason the doctor can focus entirely on medicine.

What You Do

Pre-Consultation (the 1–2 minutes before the provider joins)

• Join every scheduled consultation 1–2 minutes before the provider, greet the patient warmly by name, and make them feel at ease
• Verify patient identity (name and date of birth) in compliance with HIPAA requirements
• Confirm the patient can see and hear clearly, and assist with any technical issues before the consultation begins
• Help patients navigate to their lab results or download the Rugiet app if they haven't already
• Set a brief, reassuring context for what the consultation will cover so the patient arrives ready
• Patch in the medical provider at the scheduled time for a seamless, professional handoff

Post-Consultation (immediately following the provider visit)

• Briefly re-engage with the patient after the provider signs off to ensure all questions were answered
• Provide the patient with a dedicated concierge email and direct contact line for any follow-up questions
• Capture real-time patient feedback on their experience — this is a critical input to Rugiet's quality improvement process
• Flag any patient concerns, confusion about prescriptions, or follow-up needs to the appropriate Rugiet team member
• Confirm next steps with the patient: prescription timing, blood work requirements, follow-up appointment schedule

Ongoing Responsibilities

• Manage a high volume of back-to-back consultations — calls may be scheduled as frequently as every 5 minutes, requiring rapid transitions and sustained warmth throughout the day
• Maintain detailed notes on each patient interaction and surface patterns or recurring issues to the Patient Support team
• Serve as a real-time feedback loop between patients and Rugiet's clinical, product, and experience teams
• Support the Patient Support team on general inquiries between consultation windows as volume allows
• Contribute to process improvements as the concierge program scales — your firsthand patient feedback is gold

What a Day Looks Like

First consultation window begins — join calls 1–2 min early, greet, verify, set context, hand off to provider, collect feedback post-call

Rotate through back-to-back consultation windows, interspersed with brief admin time to log notes and respond to follow-up messages

Submit daily feedback summary to Patient Support Lead — top themes, outstanding patient questions, any quality flags from consultations

What You Bring

Required:

• Exceptional verbal communication skills — warm, clear, articulate, and professional; your voice and presence immediately put people at ease
• Natural service instinct — you genuinely enjoy making people feel cared for, and it shows without effort
• 2+ years of experience in a patient-facing, customer service, or hospitality role where quality of interaction was the standard
• Comfort with healthcare environments — you understand that patients may be anxious, and you know how to meet them where they are
• HIPAA awareness and discretion — you understand patient privacy requirements and take them seriously
• Technical proficiency — comfortable with video platforms, CRM tools, and learning new software quickly
• High emotional intelligence — you read the room, adapt your tone, and never make a patient feel like a number
• Ability to operate at volume without losing warmth — back-to-back calls are a feature of this role, and you thrive in that rhythm
• Detail-oriented and organized — you capture accurate notes quickly and don't let anything fall through the cracks
• Self-motivated and reliable — remote role requiring consistent on-time availability for scheduled consultations

Bonus Points

• Background in telehealth, digital health, or a premium patient experience setting
• Experience in luxury hospitality or concierge services — you already know what 'first-class' means in practice
• Familiarity with HubSpot or similar CRM platforms
• Experience handling HIPAA-compliant patient data and communications
• Prior experience supporting clinical teams in a telehealth or virtual care environment

30 / 60 / 90 Day Plan

• Shadow existing consultation flows
• Learn HIPAA protocols and verification process
• Master the tech stack (video, CRM, scheduling)
• Conduct first live concierge calls with supervision | Independently managing full consultation windows
• Capturing and submitting daily feedback reports
• Building rapport with the clinical and CX teams
• Identifying and flagging recurring patient friction points | Operating at full volume with consistent quality
• Feedback loop delivering actionable insights weekly
• Contributing to process improvements and SOPs
• Supporting onboarding of additional concierge staff as the program scales 

Why Rugiet

• You will be the first person to hold this role at Rugiet — and the standard you set will define how thousands of patients feel about their healthcare experience
• Rugiet's patients are high-value, health-conscious, and engaged — they will notice and appreciate a great concierge experience in a way that makes this role genuinely rewarding
• No competitor is doing this — you are helping Rugiet build something that will become a real differentiator in the DTC health space
• Competitive pay, remote flexibility, and a clear path to growth as the concierge program scales to support new product lines and increased patient volume