Job Description

Job Description

Job Description

Description:

SUMMARY:

A Patient Experience Manager leads the patient throughout their healthcare journey with Limitless Male. The Patient Experience Manager not only perpetuates the customer service experience through individual engagement, but also assists patients through the onboarding and offboarding of treatment, product knowledge, education, and treatment protocols, as well as assisting in the delivery of any ancillary products as recommended by the Provider.

DUTIES AND RESPONSIBILITIES:

• Primary Duties
• Assist the patient through the onboarding and offboarding process through education, knowledge, and protocols by outlining the treatment options, timelines, and next steps
• Work with the billing team to ensure insurance qualification processes are followed such as proper scheduling timelines, retrieving required patient records, or needed authorization
• Manage the patient's information including payment plans and consent forms, subscription set up and invoicing, profile updates as needed, and cancellation workflows when applicable
• Facilitate the management of the sales within the clinic by ensuring that all sales are invoiced and that all scripts are completed by the medical provider
• Display a vast knowledge of Testosterone Replacement Therapy, Peptide Therapy, Erectile Dysfunction, and Sexual Performance with confidence to speak to patients about all
• Provide ongoing care by following up to ensure medications are ordered correctly and received, that patients are coming regularly to their appointments, and addressing their concerns as needed for increased patient satisfaction
• Assist as needed in daily clinic flow by rooming patients and helping as available to be mindful of the patients' time and to provide a better overall experience

Secondary Duties:

• Maintain live and accurate patient subscriptions
• Monitor and sustain active patient engagement
• Ensure that unpaid invoices are paid and/or reconciled
• Oversee the profit and financial health of the clinic
• Monitor TRT (Testosterone Replacement Therapy) cancellations and new patient conversion rate
• Maintain accurate and timely documentation of services rendered
• Attend Patient Experience Team meetings to discuss current workflows and suggest innovative ways to improve and execute current programs
• Communication skills between the Provider Staff, Clinical Staff, and Patient Experience team are critical to the success of the role

Other Duties:

• Trained to perform pulse procedures (Applicable only to trained Patient Experience Managers)
• Performs other duties as assigned

SUPERVISORY AND DECISION-MAKING RESPONSIBILITIES:

• This job has no supervisory responsibilities
• The Patient Experience Manager oversees decisions that efficiently guide the patient through the patient lifecycle as directed by the Medical Provider in the clinic. Patient Experience Managers should not exercise any independent medical decision making and should refer to the Provider for all approvals related to products and services offered. May exercise discretion and authority within the Patient Experience Manager policies and procedures to troubleshoot or correct issues relating to patient satisfaction during delays or unforeseen challenges of products, medications, and customer services issues. All approvals outside of these processes and procedures should be approved by the Provider, Business Development Manager, and/or Clinic Supervisor.

QUALIFICATIONS:

• Computer skills and proficient in: CRM; Microsoft Office Suite; Electronic Medical Record System, Use of iPad, SMS System, LMS System
• Exceptional customer service and communication skills with strong situational problem-solving skills
• Basic knowledge of insurance plans to include deductibles and max out of pocket limits
• Extensive knowledge of Limitless Male products and services including but not limited to TRT Therapy, Peptide Therapy, Erectile Dysfunction, and Sexual Performance
• Detail oriented
• Works well in a fast paced always changing environment
• Able to multi-task between patients

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