Member Support, Team Lead

6 months ago

Toronto, Canada Prenuvo Full time

**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 unique integrated stack of optimized hardware, software, and increasingly AI, coupled with the patient-centric experience of our clinics across North America, have allowed us to lead the charge against "we caught it too late again." Prenuvo operates preventative screening clinics in Vancouver, Silicon Valley, Dallas, Boca Raton, Minneapolis, Los Angeles, New York City, Bethesda, and Chicago, with more clinics in North America and internationally in the next 2 years.

**The Opportunity**

**What You'll Do**

As a pivotal member of our Member Success team, you'll provide on-site leadership, training, and support to our dedicated Member Support team. Your role extends beyond traditional member support duties; you'll also play a crucial role in sales support, patient care, and retention efforts. Your mission? To shape and enhance the member experience, empowering your team to consistently deliver outstanding customer service and ensuring every patient receives compassionate care. Our patients' wellbeing is our top priority

**Performance Management**
- Conduct regular one-on-one meetings with team members to provide feedback, discuss career growth opportunities, and ensure alignment on processes
- Host team meetings to ensure clarity on systems and processes and facilitate collaboration
- Manage team scheduling to ensure adequate coverage and support in case of absences
- Set performance expectations, provide ongoing feedback, and conduct performance evaluations to promote accountability and excellence
- Collaborate with other teams (sales, techs, radiologists etc) to create a seamless member experience
- Foster a patient-centric culture, ensuring every patient receives compassionate and personalized care
- Develop and implement strategies to improve customer satisfaction, retention, and overall member experience

**Workflow and Resource Optimization**
- Develop and maintain standard operating procedures (SOPs) and best practices for member support operations, ensuring consistency and efficiency in service delivery
- Continuously assess and optimize workflows to streamline processes, improve efficiency, and enhance patient experiences
- Foster a culture of continuous improvement by encouraging staff to identify opportunities for innovation and efficiency enhancement
- Adapt to changing member needs and requirements ensuring the implementations of up-to-date procedures and protocols, and relevant services

**Team Training and Onboarding**
- Develop and deliver training programs for new and existing team members to ensure consistent delivery of high-quality customer service
- Coordinate onboarding processes for new team members, facilitating their integration into the member support team

**What You'll Bring**
- Relevant experience in customer service/similar roles, with at least 1 year in a leadership or supervisory role
- Industry experience in customer support, service, and success is an asset
- Proven track record of leading and developing high-performing teams, with a focus on driving results and exceeding performance targets
- Professionalism and commitment to patient privacy and confidentiality
- Strong time management skills and ability to multitask effectively
- Demonstrated ability to function with a high level of emotional intelligence and an inclusive approach
- You're reliable, self-motivated, and thrive in fast-paced environments
- Strong interpersonal, written, and verbal communication skills
- Professionalism and emphasis on patient privacy and confidentiality
- Exceptional time management and multitasking abilities
- Passionate about the Prenuvo mission and eager to make an impact through continuous improvement

**Our Values**
- **We empower**:

- We are all agents for change in transforming healthcare and in transforming our health
- **We work together**:

- We work together to support and deliver the best for our members and ourselves
- **We bring transparency** - Positive change comes from transparency in where we stand as a company, as colleagues and as Prenuvo members

**What We Offer**
- An avenue to make a positive impact on people's lives and their health
- We believe in preventative healthcare for everyone, including our team - Prenuvo provides free, whole-body scans to each team member
- Growth opportunities are at the heart of our people journey, we're doing big things with bright minds - there is no single path to success, it can be shaped along the way
- Building strong relationships is at the core of everything we do - our team gets together each week to connect, share, and socialize
- Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it
- We offer a compreh

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