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 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