Patient Resolution & Complaints Administrator
About the role
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.
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 any systemic feedback.