Patient Experience Representative

Prenuvo • Toronto, ON

2d • CA$54,000 - CA$58,000 • Onsite

About The Position

Prenuvo is seeking a full-time Patient Experience Representative for their Toronto Head Office. This role is crucial for the Patient Experience team, supporting sales, patient care, and retention efforts by handling incoming inquiries and requests. The representative will play a key role in shaping and improving the patient experience, providing exceptional customer service, and ensuring patients have a positive experience, as patient well-being is the company's top priority. The ideal candidate must be highly customer-focused, comfortable in a fast-paced startup environment, able to prioritize competing demands, and possess strong communication, interpersonal, and data analysis skills. This role does not provide visa sponsorship, and applicants must be legally authorized to work in Canada without future employer sponsorship. The position offers an opportunity to contribute to proactive healthcare and work with cutting-edge technology.

Requirements

• Industry experience in customer support, service, and success is an asset
• Self-aware and open-minded - functioning with a high level of emotional intelligence and an inclusive approach
• 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.
• 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.

Benefits

• Free, whole-body scans to each team member
• Flexible vacation policy
• Comprehensive benefits package including health, dental, vision, including Mental Health coverage
• Access to both RRSP and TFSA retirement savings plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed