Patient Experience Representative (Contractor)

About UsAt 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 changing healthcare and bringing a slow moving goliath of an industry into the present while blazing a trail into the future of radiology and clinical operations through software, automation and AI. We are looking for Patient Experience Representatives to join our growing team! based out of our Vancouver Head Office or Toronto 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 Toronto Office (M2N 5P6).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!What You'll DoProvide 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 issuesAct 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 situationsEngage in new patient calls and milestone patient retention callsUse established systems and structures to record and report on patient satisfactionHave a willingness to take on other tasks and projects as they ariseWhat You'll BringIndustry experience in customer support, service, and success is an assetYou're self-aware and open-minded - functioning with a high level of emotional intelligence and an inclusive approachYou're reliable and self-motivated - excited by fast-paced work, and can work well under pressureStrong interpersonal skills - ability to communicate in a professional and courteous manner with patients, coworkers, management, and medical professionalsExcellent written and verbal communication skills - interpersonal and collaborative skillsAbility to multitask and prioritize in a fast-paced environment.Professionalism - you will personify the welcoming face of our clinics and servicesUnderstanding 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 Our Values First: we are PioneersTransforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding.Second: we are Platform-BuildersWe're always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what's ahead – in a mindset of ownership and duty to our mission.Above all: we are PatientsWe could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients' lives, and we won't stop till everyone can benefit from our work.What We OfferAn avenue to make a positive impact on people's lives and their healthGrowth 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 wayBuilding strong relationships is at the core of everything we do - our team gets together each week to connect, share, and socialize The hourly rate for this role ranges from $25-$30 in local currency depending upon experience and geographic locationWe are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.As part of the hiring process, successful candidates will undergo a background check in compliance to applicable federal, provincial, and state rules.Please be advised that official communication from our recruitment team will only come from our authorized domain [prenuvo.com]. If you are contacted by a recruiter, please ensure their email address ends with @prenuvo.com. We do not use third-party recruitment services or any other email domains for hiring purposes. If you receive communication that you believe to be fraudulent, please report it immediately to jobs@prenuvo.com.