Defy Medical

Physician Assistant

• Review laboratory results and address critical values
• Provide consultation and treatment for Primary care/acute conditions
• Assist with follow-up care of hormone replacement therapy (HRT) patients
• Enter and maintain appropriate records using our EMR system

Men's Health Nurse Practitioner / Physician Assistant

Representative

• Communicating with clients, medical assistants, and nurses within the organization.
• Maintain client and employee privacy in accordance with HIPAA regulations.
• Explaining treatment procedures to patients and providing follow up education.
• Answer multi-line phone system and take appointments or direct calls to the appropriate department.
• Answer high volume of incoming calls.
• Check voicemails and return customer calls.
• Maintain email communication with patients, vendors and co-workers daily.
• Organize and maintain cleanliness of working areas, supplies, and equipment.
• Provide customer service and apply problem solving skills to client complaints and provide follow up to ensure satisfaction.

Patient Services Representative

Front Desk

• Cordially greet patients as they enter the clinic and provide them with any necessary paperwork or other information needed for their visit.
• Process and ensure accuracy for shipments orders
• Handle and process clinic deliveries
• Communicating with patients, medical personnel, and other staff members within the organization.
• Maintain patient and employee privacy in accordance with HIPAA regulations.
• Maintain email communication with patients and co-workers daily
• Assist with patient initial orders and medical orders
• Processing of travel letters and letters of medical necessities
• Upload patient documents into intake Q Medical release request
• Assisting with the count of clinic and front office inventory
• Prepare flow charts, notate appointments, and print out lab orders for following day patients
• Organize and maintain cleanliness of working areas, supplies, and equipment
• Provide superior customer service and apply problem solving skills to any patient complaints and provide follow-up to ensure satisfaction
• Required to be in the MA queue unless speaking to a patient at the window, handling Defy ship tickets (anything after 12p can be done the next day), C/O, and completing any assigned tickets.
• Lab Draws, PE, TP (days you are not covering the window)
• Opening/Closing task of clinic (Alarms, coffee maker, TV, etc.)

Front Desk Medical Assistant

Sales

• Identify and generate patient sales opportunities by gathering and qualifying new prospects through targeted questions, including but not limited to service of interest, lead source, and demographic information.
• Act as the initial compliance checkpoint by assessing and categorizing patient inquiries as qualified or disqualified based on their needs, eligibility, or restrictions.
• Ensure a 24-hour turnaround time for responding to missed calls and voicemails, as well as for reviewing and routing email inquiries or support tickets to the appropriate department.
• Answer multi-line phone system and direct calls to the appropriate team member or department.
• Answer high volume of incoming calls
• Check voicemails and return customer calls as needed
• Responsible for accurate and complete patient information recorded in the CRM
• Maintain high-volume inbound/outgoing communications, with details logged in CRM
• Communicate between patient and appropriate Defy department to assist in the intake process as needed
• Follow established sales operating and customer service procedures and best practices
• Meet all KPI expectations

Sales Phone Operator

Customer Support

• Processing orders
• Phone triage patients throughout the country via telemedicine
• Walking patients through administering injections to themselves
• Take incoming calls in med staff queue
• Complete letter of medical necessities, travel letters
• Communicating via email/phone with providers, patients, and staff
• Assist patients with ordering products
• Sending C/O through Med portal
• Explaining treatment procedures to patients and providing follow up education
• Handle high volume outbound and inbound calls
• Multitasking skills through EMR, Med queue, and other systems
• Phone and email etiquette

Men's Health Nurse Practitioner / Physician Assistant

Patient Services Representative

Front Desk Medical Assistant

Sales Phone Operator

Clinical Support Specialist