Patient Experience Representative

Prenuvo•Vancouver, BC

3h•Hybrid

About The Position

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. 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!

Requirements

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

Responsibilities

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