Transcript
Elizabeth Ene (00:00) hello?
Josh Brunell (00:01) Hi, Elizabeth. Nice to meet you.
Elizabeth Ene (00:04) Nice meeting you too.
Josh Brunell (00:07) I know we only have 15 minutes on the calendar. I can on that as well. I know like the scheduling app doesn’t really allow the flexibility to do so, but I.
Elizabeth Ene (00:19) appreciate.
Josh Brunell (00:20) you reaching out… why don’t we start with, you know, how’d you hear about us? Reason for the outreach? And what can I assist with?
Elizabeth Ene (00:33) Okay. So I have reached out because I, my current employer, I have a medallion account with them. And then I had another employer that also uses medallion, but they said that it wasn’t working like I don’t know if I need, they said they asked if I had another email that they can use. So trying.
Josh Brunell (00:56) To figure out. So this is like more of like a support like you need.
Elizabeth Ene (01:00) Yeah, that’s why I didn’t know, I put in the chat and I started, you know, there was a chat it asked what you needed and then it says create an account or sign up, do whatever meet with this person. So, I thought it was a, this is not customer support.
Josh Brunell (01:14) No, sorry, I’ll get you to them. No, I thought that you were looking like from a sales standpoint, like you were looking to buy medallion. It took you to the sales team, my bad, no.
Elizabeth Ene (01:23) I just need to, I’m just trying to figure out, I don’t know how to contact them. So.
Josh Brunell (01:28) Okay. Let me just make sure I write down your request as I submit it for you. So you are looking to speak to customer support because you work for two different companies that use medallion. Is that right?
Elizabeth Ene (01:40) Yes, yes… and.
Josh Brunell (01:43) Which, which one are you having? The issue as far as the profile? Like accessing?
Elizabeth Ene (01:48) So, I have, because I asked what’s your business email. So I used my yahoo email, and then, yes, I used my yahoo email. And then that’s what I used for the employer I had first when I started in July last year, then this new employer, they said when they tried to put in my yahoo email, it says it’s not working.
Josh Brunell (02:11) Got it. So, who’s your, what are the names of the two employers?
Elizabeth Ene (02:15) So, the other one, the most, the one I currently have it that’s working for is adventhealth.
Josh Brunell (02:21) Okay. And they are not a medallion. They don’t have a contract with medallion though, correct?
Elizabeth Ene (02:28) I’m assuming they do because they do, all my credential use through them from this company, this employer. So I have a profile with medallion already through my employer, adventhealth.
Josh Brunell (02:44) You’re okay. Let me just hold on.
Elizabeth Ene (02:47) Yeah. So, like I have a business email, it shows like all my licenses, it shows everything there, but my employer adventhealth, they’re the ones that organize that.
Josh Brunell (02:56) And they’ve been doing that for a long time.
Elizabeth Ene (02:58) Since July of last year.
Josh Brunell (03:05) Interesting. And it’s just and it’s just this same, a list, right? It’s just as your email that you use to schedule this meeting, just adventhealth. Com.
Elizabeth Ene (03:15) So, okay. So that’s another thing. So, when the, this new employer told me that the yahoo wasn’t working, I was thinking like, okay, let me change my business email to my adventhealth email and see if they use the yahoo and it will now work. But I guess I have to have a profile with the yahoo email for it to work. Can.
Josh Brunell (03:39) you send your yahoo email in the chat and I’m going to send it to the team because we’ll for sure have that, this Elizabeth dot, is it E, N, how you pronounce it N a?
Elizabeth Ene (03:50) N a.
Josh Brunell (03:53) At adventhealth. So, the reason why you came to me actually, so the reason why you’re routed to me is I actually support the like kind of partnership or relationship with adventhealth. I know for a fact.
Elizabeth Ene (04:09) They are.
Josh Brunell (04:10) Not unless they use us in some sort of like re, like maybe resale model where like they have access to medallion through some other means like I’m fairly certain they’re not a customer of ours.
Elizabeth Ene (04:23) So, okay. Well, I just assumed just because they just said, hey, we use medallion, fill out, send me your information and they did everything through medallion. I changed it to adventhealth, right? Because I was like, okay, maybe let me change my business email so that they can create another profile. This new employer can create another profile under the yahoo email. So, when I did that and it wasn’t working, I tried to change it back to yahoo email. But when I set this meeting up, so, like if I go on my profile right now, it’s not going to have the adventhealth email as my profile, my business email is going to have the yahoo one because I changed it back. Okay? Let me do.
Josh Brunell (05:07) This, no, it’s all good. So, adventhealth is your new company, what was the name of your old one that it was under?
Elizabeth Ene (05:17) No. Sorry. Adventhealth is the old company that I’ve been with since July. The new one is hims and hers?
Josh Brunell (05:24) Yes, they are for sure. A customer. I know that.
Elizabeth Ene (05:29) Yeah, hims and hers. Yes. And I don’t know, but so adventhealth is I work for Texas health which is under adventhealth. So I don’t know if Texas health is a company of y’all’s because when I go in there, it shows Texas health as the.
Josh Brunell (05:41) That’s helpful. Yeah, we have there’s like so many different like.
Elizabeth Ene (05:45) Hierarchies, yeah. Yeah. Is it like?
Josh Brunell (05:47) This?
Josh Brunell (05:53) Texas health resources? Is that it?
Elizabeth Ene (05:55) Yeah. When I, when I go in my profile, you know, how it has like the logo up top, it shows southwestern health resources, and it says Texas health resources, ut, southwestern, that’s what it says on top.
Josh Brunell (06:07) It, it, so, yeah, technically, this is all under southwestern health resources. Okay. Oh, okay. So health that’s helpful. So… okay. So, you are moving from southwestern health resources over to hims and hers and you’re having issues. So, yeah, definitely want to, I’ll reach out to customer support. And then you’ll probably get connected with the account manager as well as customer support that for the hims and hers account. And then they’ll help you get your profile switched over and your domain. And if you need to update your email to be associated with it, sorry, go ahead.
Elizabeth Ene (06:53) No. So I wanted to clarify something. I don’t want it switched over. I need both accounts because I’m still actively working for both companies. Okay? So I need this to, I don’t know if they have to do a merger or what, when I reached out to hims and hers, they told me that I need, let me see the email they sent me that I need to do it. Told me to reach out to medallion. And sorry, one second, let me find the email that it said… okay, she said that you would need a hims specific medallion account. You can do this by reaching out to medallion directly and letting them know that you want to use your old information, but need a new account for hims. They should give you a new email address that’s what they told me, got it.
Josh Brunell (07:37) Okay. I’m going to, I’m going to, so I will have our customer support and account management team reach out to you and then they’ll get this fixed.
Elizabeth Ene (07:49) Okay. They don’t have like a.
Josh Brunell (07:52) There should be a chat. There should be a customer support chat in the platform.
Elizabeth Ene (07:58) I don’t know what I did. I just went to, you know, how it has like this little y’all’s logo at the bottom. And so you click it to chat. And so I just clicked that. It says chat with us, request a demo. I’m a current customer and I just clicked chat with us. And then it started asking all these questions and then it led me to you.
Josh Brunell (08:17) Yeah, click on, I’m a current customer?
Elizabeth Ene (08:20) Oh, I’m a current customer. Okay? It’s thinking, I guess.
Elizabeth Ene (08:33) And then it says, how can we help go to help center or connect with my CSM?
Josh Brunell (08:40) Yes, the CSM that was who I was going to connect you with. So, you say that you’re with hims, you’re just starting at hims, and hers, and that you would like to have a conversation because you need access to your old employer’s medallion profile as well as your new one with hims and hers and then ask if they could either jump on a call with you or direct you to do so.
Elizabeth Ene (09:05) Okay. So I can just continue with this chat and whichever one is quicker. I don’t know. Yeah.
Josh Brunell (09:11) So, I’m going to reach out internally and I’ll just let them the team know like, hey, you’re reaching out through the chat and then also just give them your email if that’s okay with you. And then if, in case you want to jump on a call, they know, yeah, to reach out. Do you want them to reach out to you directly via email and set up a call like this? Would you prefer that? Oh, I.
Elizabeth Ene (09:32) Mean, it’s I’m good, whichever, if you can do it while actually speaking to me and message, email me. I’m fine. Or if they prefer getting a call for me to further explain, I’m okay with that, you can use the yahoo email that I put in the chat?
Josh Brunell (09:50) Sweet, I will send this to them and then they’ll reach out to help you out. And, yeah, sorry about the confusion here. It gets. Sometimes those get confusing. We get this request a lot where we have one person working at multiple different customers or accounts and so, yeah, happy to help set you up so you can get access. So.
Elizabeth Ene (10:07) They, do they normally have to merge the two together? Is that how it works? Or like, is it possible to have two active clients? I?
Josh Brunell (10:15) Guess, yeah, we just need two different emails. I’m pretty sure, but let me just validate with them, cause… we do run into this quite a bit,
Elizabeth Ene (10:27) And.
Josh Brunell (10:28) so, let me validate within the process. Honestly, the CSM team’s the one that’s going to know more about like how to delineate between the profiles.
Elizabeth Ene (10:36) Okay. So, I should not do this CSM chat thing you wouldn’t recommend? Just wait to.
Josh Brunell (10:43) Yeah, I would reach out to them and just let them know like, hey, I need help with this. Can someone from, can the CSM for the hims and hers team reach out to me, what’s going to happen? Is support’s going to reach out to them? I’m just going to let them know that we talked as well and that this is urgent. So they reach out to you even more quickly.
Elizabeth Ene (11:02) Okay. That sounds good. Thank you for your help. Sorry if I’m wasting your time.
Josh Brunell (11:07) Yeah, no, it’s all good. Happy to help,
Elizabeth Ene (11:10) Yeah.
Josh Brunell (11:11) Any other questions or things that I could help with?
Elizabeth Ene (11:14) No, that’s pretty much it cool.
Josh Brunell (11:16) I’ll get this. I’ll get this, I’m just messaging them now. I’ll get this sent over and then either they’ll reply to you directly through the chat or we’ll request to set up some time, so.
Elizabeth Ene (11:30) Okay. Sounds good. Thank you so much. Thanks, Liz. All right. Bye.