[Hiring] Patient Resolution & Complaints Administrator @Prenuvo

Role Description

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
• Coordinate with specialized internal teams to deliver compassionate, timely resolutions

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
    • Root Cause Categories

Qualifications

• 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.
• Operational Excellence: A project-management mindset.
• Tech-Savviness: Experience working within centralized ticketing systems, CRMs, or electronic health records (EHR).
• Systems Thinking: An understanding that complaints are data points for improvement.

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.

What We Offer

• An avenue to make a positive impact on people's lives and their health.
• Prenuvo provides free, whole-body scans to each team member.
• Growth opportunities are at the heart of our people journey.
• Building strong relationships is at the core of everything we do.
• Flexible vacation policy to encourage time away to restore.
• Prenuvo’s Commuter Benefits Plan to help cover transit and parking costs.
• 401(k) retirement savings plan to eligible employees.
• Comprehensive benefits package including health, dental, vision, and Mental Health coverage.
• The hourly rate for this role ranges from $25-$31.25 in local currency, depending upon experience and geographic location.