Patient Experience Representative

Prenuvo is on a mission to transform healthcare through proactive solutions, and they are seeking Patient Experience Representatives to enhance patient interactions. This role involves providing exceptional customer service, resolving inquiries, and supporting patient care and retention efforts in a fast-paced environment.

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

Skills

• Highly customer-focused and have a strong understanding of patients' needs and preferences
• Comfortable working in a fast-paced startup environment
• Ability to prioritize competing demands
• Strong communication and interpersonal skills
• Ability to analyze data and use it to inform decision-making
• 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
• 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
• Industry experience in customer support, service, and success is an asset
• You're self-aware and open-minded - functioning with a high level of emotional intelligence and an inclusive approach
• You're 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 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

Benefits

• An avenue to make a positive impact on people's lives and their health
• 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

Company Overview