Patient Resolution & Complaints Administrator

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Prenuvo

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 Debt Financing on 2022-10

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 complaints coming from all channels • Create comprehensive, high-fidelity files in our central system (PHP), accurately capturing patient details, severity tiers (1-4), sentiment/risk flags, desired outcomes, and supporting documentation. • Act as the main, patient-facing contact. Reach out swiftly via the patient's preferred communication method to listen, gather details, clarify expectations, and provide clear next steps. • Review all gathered information, assess severity/risk, and determine the most appropriate resolution path. • Act as the internal liaison and "farm out" cases to specialized backend support pods as needed. • Keep patients seamlessly informed of their case status while protecting backend specialists from direct patient interruptions. • Communicate final decisions, structured explanations, or clinical education to patients with empathy, clarity, and authority. • Issue refunds, credits, or formal apologies where appropriate to restore patient trust. • Close out cases within PHP, thoroughly documenting final outcomes, loop-closure details, and patient responses. • Tag closed cases accurately to support systemic trend analysis and protocol updates. • Monitor and optimize key performance indicators (KPIs).

🎯 Requirements

• 3+ years of experience in patient advocacy, healthcare operations, customer resolution, or a dedicated escalations/complaints role. • High Emotional Intelligence (EQ): Exceptional active listening and conflict de-escalation skills. You can turn a frustrated patient into a brand champion through empathy and clear communication. • Operational Excellence: A project-management mindset. You excel at tracking multiple moving parts, managing deadlines, and holding cross-functional partners accountable. • Tech-Savviness: Experience working within centralized ticketing systems, CRMs, or electronic health records (EHR). Comfort navigating Slack, Google Workspace, and video conferencing tools. • Systems Thinking: An understanding that complaints are data points for improvement. You don’t just want to close a ticket; you want to help fix the system that caused the issue.

🏖️ Benefits

• 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 now offer the Prenuvo’s Commuter Benefits Plan to help cover your transit and parking costs. Whether you ride, drive, or park, we’ve got you covered—making your commute easier and more affordable! • Prenuvo offers a 401(k) retirement savings plan to eligible employees, allowing team members to make pre-tax contributions toward their retirement. While Prenuvo facilitates access to the plan, the company does not currently offer matching contributions. • We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, to support you and your family