Operations
Medical & Members Services
Clinical oversight and the member experience â from prescribing support to our contact center.
Leadership
AC
Andrea Caamano
Department Lead
Member interactions MTD · sample
Total interactions (MTD)
18,420
â 12% [EDIT]
Avg. response time
2h 05
â 18 min [EDIT]
Member CSAT
94%
â 2 pts [EDIT]
[EDIT: connect to your contact-center/analytics source later, like we did with Stripe.]
𩺠Medical focus
Clinical standards, prescribing support, and member safety.
What this covers
- Prescribing guidelines & clinical review
- Medical information & escalations
- Pharmacovigilance / adverse-event handling
- Provider & clinician support
Lead: [EDIT: Head of Medical] · Guidelines: Clinical wiki [EDIT]
ð§ Membership services
The member experience and our contact center.
What this covers
- Contact center (phone, chat, email)
- Onboarding & renewals
- Billing & account questions
- Prescription status & refills support
Contact center hours: [EDIT: MâF 9â6 ET] · Channels: phone, chat, email [EDIT]
The HRT Club · Internal use only · Medical & Members Services