Clinical Results & Customer Communication Specialist

ABOUT US

Rythm is the fastest-growing lab in America. We redefined at-home testing with the world’s easiest blood test and created a culture around monthly lab testing from home. We’ve processed millions of tests across all 50 states, and we do everything in-house, from sample testing and logistics to code, marketing, and design. That vertical integration gives us the speed, control, and creativity to shape the future of health and wellness.

THE ROLE

The Clinical Results & Customer Communication Specialist is the link between our laboratory and our customers. Under the direction of the Laboratory Director, Customer Service and Science Team Leads, you will review and release test results and reach out to customers when a result needs follow-up.

We’re looking for a clinician with direct patient-facing experience who understands lab values and most popular medications and therapies and can talk about them clearly and kindly.

WHAT YOU'LL DO

• Results review and release
• Review completed results before release, and flag values that are abnormal, critical, or inconsistent with the customer’s history or prior results.
• Release results according to laboratory SOPs, and escalate anything outside protocol to the Laboratory Director or medical reviewer.
• Coordinate recollection or retesting when needed.
• Customer communication
• Contact customers by phone, email, or secure message to gather clinical history relevant to a result, such as hormone therapy, medications, supplements, pregnancy, fasting status, and collection timing.
• Answer customer questions about test preparation, sample collection, turnaround times, etc.
• Handle sensitive or anxious conversations with empathy, and recognize when to escalate.
• Document every customer contact accurately and promptly in our systems.
• Quality and process
• Follow CLIA, CAP, and NYS CLEP requirements, laboratory SOPs, and HIPAA in every result release and customer interaction.
• Help develop and refine scripts, FAQs, and templates for common questions.

This role supports result release and customer communication. It does not replace the customer’s own healthcare provider, and final authority over result review, release, and reporting remains with the Laboratory Director.

SCOPE OF THE ROLE

In scope: gathering clinical history, providing general health education, and recommending follow-up with a healthcare provider.

Out of scope: diagnosing conditions, prescribing, or advising customers to start, stop, or change any medication or therapy.

Escalate to the Laboratory Director or medical reviewer: critical values, results that may require clinical judgment, and any question beyond the approved scripts.

WHAT WE'RE LOOKING FOR

• Master’s or doctoral degree.
• At least 6 semester hours of chemistry and 6 semester hours of biology.
• At least 2 years of direct patient care or patient communication in a clinical setting.
• Working knowledge of common lab tests and how to read results, including reference ranges and factors that affect them, such as medications and hormone therapy.
• Strong verbal and written communication skills, including explaining medical information to non-clinical audiences.
• Experience handling protected health information (PHI) under HIPAA.
• Comfort working in an EHR, LIS, or similar system.

Preferred qualifications

• Active Physician Assistant (PA) or Nurse Practitioner (NP) license.
• Background in endocrinology, women’s health, men’s health, cardiometabolic care, or primary care.
• Experience in or alongside a CLIA-certified clinical laboratory.
• Familiarity with hormone panels (testosterone, estradiol, TSH, cortisol), lipid panels, HbA1c, and other common wellness biomarkers.
• WORK SCHEDULE
• Schedule #1: Full-time, weekday business hours; occasional evening or weekend coverage may be required
• Schedule #2: 2nd Shift/weekend (Tue-Thu, Sat and Sun)
• WHAT’S IN IT FOR YOU?
• Rythm Health offers a benefits package which includes: A highly competitive base salary.
• Meaningful equity aligned with the scope and impact of your role.
• A monthly Rythm membership with full access to at-home blood testing and personalized health insights.
• High ownership and visibility from day one, with the ability to make a meaningful impact.
• The chance to help shape the future of personalized health and preventative care.
• Flexible, remote-first work environment.
• A generous paid time off policy.
• 401(k).
• Multiple healthcare plan options, with select plans fully covered by Rythm.
• A small, collaborative, mission-driven team that moves quickly and values great ideas regardless of title.