Job description
READ THIS FIRST: We Think You’ll Be Perfect for This Role If
You’re comfortable delivering direct patient care in an asynchronous telehealth environment
You enjoy educating patients, answering questions, and helping them feel confident moving forward with treatment
You replay patient conversations in your head - not because you’re anxious, but because you want to understand what landed, what didn’t, and how to communicate more clearly next time.
You’re licensed in at least 10 states and comfortable practicing via telehealth
You believe patient outcomes are often determined by how well information is explained and framed
The Role: This is a hands-on clinical role with real ownership and patient impact.
You will conduct telehealth patient visits on the Locklab platform, review patient intake information, assess clinical eligibility, triage side effects, respond to patient messages, and support patients via secure messaging and phone.
A core part of this role is patient education. Hair loss treatment requires trust, clear communication, and realistic expectations. You’ll help patients understand why treatments work, what results look like over time, and how consistency impacts outcomes. Many patient interactions involve guiding, reassuring, and educating patients so they can make informed decisions about starting or continuing treatment.
You’ll be expected to think critically about how patients respond to your communication and adapt your approach to improve outcomes over time.
Responsibilities
- Patient Visits & Clinical Care: Conduct asynchronous telehealth patient visits on the Locklab platform
Review patient intake forms, medical history, and contraindications
Assess clinical appropriateness of treatment per established protocols
Document visits accurately, thoroughly, and compliantly
Follow all state-specific scope-of-practice and telehealth regulations
Clinical Triage & Messaging: Respond to patient messages related to symptoms, side effects, and medication questions
Receive inbound calls from patients and place outbound calls when appropriate
Respond to patient portal messages, create orders, and route to appropriate parties
Triage clinical concerns and determine next steps
Identify urgent or concerning symptoms and escalate per protocol
Support refill-related clinical questions within scope
Patient Support & Customer Experience: Respond to non-clinical issues (shipping, billing, account questions)
Respond to general patient questions regarding treatment expectations and timeline
Educate patients on hair loss mechanisms, treatment timelines, and expected outcomes to support informed treatment decisions
Provide clear, calm, patient-appropriate education using approved guidance
Act as a clinical resource for the customer support team when medical context is needed
Reflect on patient interactions and continuously improve communication to better guide patients toward informed, better decisions
Help ensure patients feel supported, informed, and safe throughout treatment
Quality, Compliance, & Collaboration: Adhere to clinical protocols and documentation requirements
Collaborate with physicians and clinical leadership on escalations
Participate in quality assurance reviews and protocol improvements
Help refine visit workflows, triage pathways, and patient messaging templates
Requirements
- Active Nurse Practitioner or PA license
Licensed in 10+ U.S. states (multi-state coverage required)
Eligible to perform telehealth visits in assigned states (full practice authority)
Independent prescriptive authority (in states where applicable)
Experience conducting telehealth or asynchronous visits preferred
Strong clinical judgment and risk awareness
Excellent written communication skills
Excellent patient phone skills
Comfortable handling both clinical care and patient support responsibilities
Experience with EHRs and telehealth platforms strongly preferred
Compact / multi-state licensure preferred
What Success Looks Like
Patient visits are completed accurately and compliantly
Patients understand their treatment and feel confident moving forward
Clinical issues are identified early and escalated appropriately
Patients receive timely, clear, and reassuring communication that leads to understanding, confidence, and follow-through
Patient satisfaction remains high as volume scales
Schedule & Coverage
Full-time, salaried position
Defined coverage hours (may include evenings or weekends)
Expected to manage patient visits and message queues during scheduled hours
About Locklab
Locklab is a fast-growing telehealth platform providing evidence-based hair loss treatment through asynchronous care. We focus on safe, effective prescription treatments and high-quality patient support in a space often filled with misinformation.
We’re expanding our clinical team and hiring a multi-state licensed Nurse Practitioner to conduct patient visits, manage clinical triage, and support patients throughout their treatment journey.
