Patient Experience Representative

At Prenuvo, we are on a mission to flip the paradigm from reactive “sick-care” to proactive health care. Our award-winning whole body scan is fast (under 1 hour), safe (MRI has no ionizing radiation), and non-invasive (no contrast). Our unique integrated stack of optimized hardware, software, and increasingly AI, coupled with the patient-centric experience across our domestic and global clinics, have allowed us to lead the change against “we caught it too late again".

We are looking for a Patient Experience Representative to join our growing team! based out of our Vancouver Head Office or Toronto Office. 

This is a crucial role for our Patient Experience team - you will support sales, patient care and retention efforts by assisting with incoming inquiries and requests. As a Patient Experience Representative in a company that values patient experience, you will play a key role in shaping and improving the patient experience, providing exceptional customer service to patients and ensuring they have a positive experience. Our patients’ well-being is our top priority! 

This is a 6-month contract role with the potential for extension or conversion to full-time, depending on business needs and performance. This position follows a hybrid schedule, with in-office work required once per week at our Vancouver Office  (V6B 6A7).

To succeed in this role, you must be highly customer-focused and have a strong understanding of patients' needs and preferences. You should be comfortable working in a fast-paced startup environment and be able to prioritize competing demands. Strong communication and interpersonal skills are essential, as is the ability to analyze data and use it to inform decision-making.

Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people’s lives!

• →Provide excellent customer service to patients through various phone, email, and chat channels.
• →Respond to inquiries and resolve patient issues (patients and physicians) in a timely and professional manner.
• →Educate patients on the organization's services, policies, and procedures.
• →Assist patients with account setup and management, including login issues, password resets, and billing questions.
• →Escalate complex issues to appropriate departments for resolution.
• →Maintain accurate records of patient interactions and follow up on outstanding issues.
• →Identify opportunities to improve patient satisfaction and retention.
• →Participate in training and professional development activities to stay up-to-date on company products and services.
• →Collaborate with other departments, such as sales and marketing, to provide a seamless patient experience.
• →Assist in scheduling patient appointments for scans 
• →Guide patients with their medical intake forms and troubleshoot related issues
• →Act as a primary contact to manage and resolve incoming complaints with products or services 
• →Remain calm and use supportive language when dealing with upset patients and stressful situations
• →Engage in new patient calls and milestone patient retention calls
• →Use established systems and structures to record and report on patient satisfaction
• →Have a willingness to take on other tasks and projects as they arise

• Industry experience in customer support, service, and success is an asset
• You’re self-aware and open-minded - functioning with a high level of emotional intelligence and an inclusive approach
• You’re reliable and self-motivated - excited by fast-paced work, and can work well under pressure
• Strong interpersonal skills - ability to communicate in a professional and courteous manner with patients, coworkers, management, and medical professionals
• Excellent written and verbal communication skills - interpersonal and collaborative skills
• Ability to multitask and prioritize in a fast-paced environment.
• Professionalism - you will personify the welcoming face of our clinics and services
• Understanding and exhibiting a high emphasis on patient privacy and confidentiality 
• Exceptional time management skills, exhibiting sound judgment, and the ability to multi-task is paramount.
• Ability to work flexible hours, including weekends and holidays.
• You’re passionate about the Prenuvo mission - you will be able to make an impact with your work as we are constantly evolving and implementing improvements 

First: we are Pioneers

• Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.

Second: we are Platform-Builders

• We’re always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what’s ahead – in a mindset of ownership and duty to our mission.

Above all: we are Patients

• We could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients’ lives, and we won’t stop till everyone can benefit from our work.