Patient Resolution, Complaints Administrator

🔥 1 hour ago

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Prenuvo

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤖 Artificial Intelligence

🧬 Biotechnology

💰 Debt Financing on 2022-10

Healthcare • Artificial Intelligence • Biotechnology

Prenuvo is a fast growing health tech company specializing in whole body diagnostic imaging. We are a global leader in whole body MRI screening with a track record of early detection of cancer and other major health diseases. In an era of reactive and fragmented health screening, Prenuvo is rooted in early detection through cutting-edge imaging technology. Our technology brings together comprehensive scans, AI-augmented analysis, and protocols that have been honed over years of research and practice. Together, Prenuvo’s scans offer unparalleled diagnostic accuracy for you and your doctor. We empower people to make informed decisions about their health by putting comprehensive, consistent, and detailed scans in your hands. Simply put, we offer you a window into your own body. Prenuvo is one of the first scans to use artificial intelligence to build consistent, reliable, and standardized reports for the radiologists interpreting your scans. We provide faster, easier access to the clinically-significant insights needed to make more informed health decisions. We do it to help people live longer, better, healthier lives. A more comprehensive picture of your body enables you to feel empowered and advocate for yourself.

📋 Description

• Monitor and harvest patient complaints from all channels • Create comprehensive complaint files in the central PHP system, recording patient details, severity tiers, sentiment/risk flags, desired outcomes, and supporting documentation • Serve as the primary patient-facing contact by listening, gathering details, clarifying expectations, and providing next steps • Review information, assess severity and risk, and determine appropriate resolution paths • Coordinate cases with clinical, refund and financial, legal/risk, and operations/root-cause support pods • Keep patients informed of case status while protecting backend specialists from interruptions • Communicate final decisions, explanations, or clinical education empathetically and clearly • Issue refunds, credits, or formal apologies where appropriate • Document final outcomes, loop closure, and patient responses in PHP • Tag closed cases to support trend analysis and protocol updates • Monitor and optimize complaint-management KPIs, including acknowledgment time, first human contact time, resolution time, handoffs, and root-cause categories

🎯 Requirements

• 3+ years of experience in patient advocacy, healthcare operations, customer resolution, or a dedicated escalations/complaints role • Exceptional active listening and conflict de-escalation skills • Project-management mindset with ability to track multiple moving parts, manage deadlines, and hold cross-functional partners accountable • Experience with centralized ticketing systems, CRMs, or electronic health records (EHR) • Comfort using Slack, Google Workspace, and video conferencing tools • Systems-thinking approach to using complaints as data for continuous improvement • Background in healthcare, medical imaging, or health-tech environment (nice to have) • Familiarity with Just Culture principles or healthcare compliance standards (nice to have) • Experience transitioning workflows from legacy tools such as Jira into centralized custom platforms (nice to have) • Must be legally authorized to work in the United States at the time of hire and must not require current or future employer sponsorship for a work visa • Successful candidates must undergo a background check in compliance with applicable federal, provincial, and state rules

🏖️ Benefits

• An avenue to make a positive impact on people's lives and their health • Prenuvo provides free, whole-body scans to each team member • Growth opportunities and flexible career paths • Weekly team gatherings to connect, share, and socialize • Flexible vacation policy • Commuter Benefits Plan covering transit and parking costs • 401(k) retirement savings plan with pre-tax contributions; no company matching contributions currently offered • Comprehensive health, dental, vision, and Mental Health coverage for employees and their families