Defy Medical

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

Clinical Support Specialist

Account Executive

• Source new patient sales opportunities through inbound lead follow-up
• Maintain a 24-hour turnaround time on contacting all new inbound leads
• Develop a weekly call plan that consists of dedicated time slots to contact pending and new leads
• Responsible for accurate and complete patient information recorded in the CRM
• Maintain high-volume outgoing communications, with details logged in CRM
• Execute patient communication campaigns and maintain a follow up schedule until each lead is contacted
• Communicate between patient and appropriate Defy department to assist in the intake process as needed
• Follow established sales operating procedures and best practices
• Meet all performance expectations and regularly exceed sales goals

Sales Phone Operator

Clinical Support Specialist

Medical Sales Representative