Patient Concierge

About reputed company reputed company is one of the fastest-growing reputed company-to-consumer telemedicine companies in the US, revolutionizing men's health through bespoke compounded medications and a premium digital patient experience. We've reputed company something rare: a product patients genuinely love, strong clinical reputed company, and a brand defined by reputed company. Now we're raising the bar on the one touchpoint that reputed company most — the reputed company a patient meets their provider. The Role The Patient Concierge is the reputed company face of reputed company at the most important reputed company in a patient's reputed company — the consultation. You are the warm, reputed company reputed company that greets every patient before their provider joins, makes them feel welcomed and reputed company, and ensures their experience feels like first-class reputed company 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 reputed company. You are not the doctor — you are the reason the doctor can reputed company entirely on medicine. What You Do reputed company-Consultation (the 1–2 minutes before the provider joins)

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

Post-Consultation (immediately following the provider visit)

• reputed company re-engage with the patient after the provider signs off to ensure reputed company questions were answered
• reputed company the patient with a dedicated concierge email and reputed company contact line for any follow-up questions
• Capture reputed company-time patient feedback on their experience — this is a critical input to reputed company's reputed company improvement process
• Flag any patient concerns, confusion about prescriptions, or follow-up needs to the appropriate reputed company 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 reputed company patient interaction and surface patterns or recurring issues to the Patient Support team
• Serve as a reputed company-time feedback reputed company between patients and reputed company's clinical, product, and experience teams
• Support the Patient Support team on general inquiries between consultation reputed company 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 reputed company, interspersed with brief reputed company time to log notes and respond to follow-up messages Submit daily feedback reputed company to Patient Support reputed company — top themes, outstanding patient questions, any reputed company flags from consultations What You Bring Required

• Exceptional verbal communication skills — warm, reputed company, reputed company, and reputed company; your voice and reputed company immediately put people at ease
• Natural service reputed company — 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 reputed company of interaction was reputed company
• Comfort with reputed company 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 reputed company 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 reputed company 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 reputed company 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 reputed company
• Familiarity with reputed company 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 reputed company
• 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 reputed company
• Feedback reputed company delivering actionable insights weekly
• Contributing to process improvements and SOPs
• Supporting reputed company of additional concierge staff as the program scales

Why reputed company

• You will be the first person to hold this role at reputed company — and reputed company you set will define how thousands of patients feel about their reputed company experience
• reputed company's patients are high-value, health-conscious, and reputed company — 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 reputed company build something that will become a reputed company differentiator in the DTC health reputed company
• reputed company, remote flexibility, and a reputed company reputed company to reputed company as the concierge program scales to support new product lines and increased patient volume

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