Patient Resolution & Complaints Administrator

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 highly empathetic, organized, and process-driven Patient Resolution & Complaints Administrator to own our end-to-end complaint management lifecycle. If you love solving puzzles, advocating for customers, and building seamless workflows, join us to make a difference in people’s lives! You will serve as the dedicated system administrator and primary relationship owner for all patient complaints. In this role, you will intake concerns from various channels, log them into our central system, triage and investigate the root causes, and coordinate with specialized internal teams to deliver compassionate, timely resolutions. You are the bridge between our patients and our backend specialists, ensuring no ball is dropped and every voice is heard. This role does not provide visa sponsorship. Applicants must be legally authorized to work in the United States 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 people’s lives! What You’ll Do Complaint Intake & File Creation Centralized Intake: Monitor and harvest complaints coming from all channels System Logging: 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. Patient Advocacy: 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. Case Management & Specialist Coordination Investigation Management: Review all gathered information, assess severity/risk, and determine the most appropriate resolution path. Pod Collaboration: Act as the internal liaison and "farm out" cases to specialized backend support pods as needed: Clinical Review Pod: Partner with designated clinicians for medical or scan-related inquiries. Refund & Financial Pod: Coordinate with Patient Experience/Finance on credits, compensation, and policy exceptions. Legal / Risk Pod: Escalate compliance, privacy, or liability risks. Operations / Root Cause Pod: Feed data to operations to drive continuous system fixes. Relationship Ownership: Keep patients seamlessly informed of their case status while protecting backend specialists from direct patient interruptions. Resolution, Closure & Communication Deliver Resolutions: Communicate final decisions, structured explanations, or clinical education to patients with empathy, clarity, and authority. Service Recovery: Issue refunds, credits, or formal apologies where appropriate to restore patient trust. Meticulous Documentation: Close out cases within PHP, thoroughly documenting final outcomes, loop-closure details, and patient responses. Continuous Improvement & Metrics Tracking Trend Analysis: Tag closed cases accurately to support systemic trend analysis and protocol updates. Performance Metrics: Monitor and optimize key performance indicators (KPIs), including Time to Acknowledgment , Time to First Human Contact , Resolution Time by Category , Number of Handoffs , and Root Cause Categories . What You’ll Bring Experience: 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. Nice to Have Background working in a healthcare, medical imaging, or health-tech environment. Familiarity with "Just Culture" principles or healthcare compliance standards. Experience transitioning workflows away from legacy tools (like Jira) into centralized custom platforms. 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 We’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 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 won’t stop till everyone can benefit from our work. What We Offer 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 The compensation rate for this role ranges from $25.00 - $31.25 USD per hour, 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 [ 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 [email protected].