Patient Experience Representative

Patient Experience Representative (Contractor)Join to apply for the Patient Experience Representative (Contractor) role at Prenuvo.About Us 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 integrated stack of hardware, software, and AI, with a patient-centric experience across our clinics, aims to lead the change in healthcare toward proactive, patient-focused care.We are changing healthcare and bringing a slow-moving industry into the present while blazing a trail into the future of radiology and clinical operations through software, automation, and AI. We are looking for Patient Experience Representatives 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. 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.Job details 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 Toronto Office (M2N 5P6).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.What You'll DoProvide 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.What You'll BringIndustry experience in customer support, service, and success is an asset.Self-aware and open-minded with a high level of emotional intelligence and an inclusive approach.Reliable and self-motivated, excited by fast-paced work, and able to work under pressure.Strong interpersonal skills and ability to communicate professionally with patients, coworkers, management, and medical professionals.Excellent written and verbal communication skills with interpersonal and collaborative abilities.Ability to multitask and prioritize in a fast-paced environment.Professionalism and the ability to be a welcoming presence in clinics and services.Strong emphasis on patient privacy and confidentiality.Exceptional time management skills, sound judgment, and the ability to multi-task.Ability to work flexible hours, including weekends and holidays.Passion for the Prenuvo mission and willingness to contribute to ongoing improvements.Our ValuesFirst: Pioneers — Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and grit to maintain momentum.Second: Platform-Builders — Building foundations that enable tomorrow, with ownership and duty to our mission.Above all: Patients — We are committed to making a positive impact on patients\' lives and never stop improving access to care.What We OfferAn avenue to make a positive impact on people\'s lives and health.Growth opportunities and a flexible path to success shaped along the way.Strong team relationships with weekly connection, sharing, and socializing.The hourly rate for this role ranges from $25-$30, depending on experience and location.We are an equal-opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. As part of the hiring process, successful candidates will undergo a background check in compliance with applicable laws. Please be advised that official communication from our recruitment team will come from an authorized domain prenuvo.com. If you are contacted by a recruiter, please ensure their email ends with @prenuvo.com. We do not use third-party recruitment services or external domains for hiring purposes. If you receive communication that you believe to be fraudulent, please report it to jobs@prenuvo.com. #J-18808-Ljbffr