Patient Experience Representative (Contract)

About Us

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.

This role does not provide visa sponsorship. Applicants must be legally authorized to work in Canada at the time of hire and must not require employer sponsorship for a work visa (current or future).

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 peoples lives!

What Youll Do

• 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 organizations 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

What Youll Bring

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

• Transforming 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-Builders

• Were always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of whats ahead in a mindset of ownership and duty to our mission.

Above all: we are Patients

• We 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 wont stop till everyone can benefit from our work.

What We Offer

• An avenue to make a positive impact on peoples lives and their health
• Growth opportunities are at the heart of our people journey were 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
• The hourly rate for this role ranges from $25-$30 in local currency depending upon experience and geographic location

We 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 . If you are contacted by a recruiter please ensure their email address ends with @. 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

Required Experience:

Unclear Seniority

Employment Type : Contract
Experience: years
Vacancy: 1
Monthly Salary Salary: 25 - 30