Patient Resolution & Complaints Administrator

About the Company

Prenuvo is focused on shifting healthcare from reacting to illness toward preventing it earlier. The company’s whole-body scan is designed to be quick, non-invasive, safe, and free of ionizing radiation, supported by a patient-centered experience across domestic and international clinics.

The team is looking for an empathetic, detail-oriented, and process-focused professional to manage the full lifecycle of patient complaints. This position acts as the primary owner of complaint cases, from intake through investigation, coordination, resolution, and closure.

In this role, you will gather concerns from multiple channels, enter complete case records in the central system, assess severity and risk, work with internal specialist teams, and ensure patients receive timely, compassionate updates and outcomes. You will serve as the main point of contact while helping protect the time and workflow of backend specialists.

This position does not include visa sponsorship. Candidates must already be legally permitted to work in the United States at the time of hire and must not need current or future employer sponsorship.

What You'll Do

• Track complaints arriving through all available intake channels.
• Build complete case records in the central platform, including patient information, severity level from 1 to 4, risk or sentiment indicators, requested outcome, and supporting materials.
• Serve as the patient-facing contact, responding through the patient’s preferred communication method to collect details, explain the process, and outline next steps.
• Assess the issue, review supporting information, and determine the best resolution route based on urgency and risk.
• Coordinate with internal specialist groups, including clinical reviewers, finance or refund teams, legal or risk stakeholders, and operations teams focused on root-cause analysis.
• Keep patients informed about progress while routing backend questions away from specialized teams.
• Communicate final decisions, explanations, or clinical guidance with professionalism, empathy, and clarity.
• Provide service recovery where needed through refunds, credits, or formal apologies.
• Document case closure thoroughly, including the final outcome, resolution notes, and patient feedback.
• Tag completed cases accurately to support reporting, trend analysis, and process improvements.
• Monitor operational metrics such as time to acknowledgment, time to first human response, resolution time by category, number of handoffs, and root-cause grouping.

What We're Looking For

• At least 3 years of experience in patient advocacy, healthcare operations, customer resolution, or a dedicated complaints or escalation role.
• Strong emotional intelligence, including active listening, calm conflict handling, and the ability to de-escalate difficult situations.
• Excellent coordination and project-management habits, with the ability to manage multiple priorities and hold cross-functional partners accountable.
• Comfort working in ticketing systems, CRMs, or electronic health records, along with tools such as Slack, Google Workspace, and video meeting platforms.
• A systems-oriented mindset that treats complaints as signals for improvement rather than just individual cases to close.

Nice to Have

• Experience in healthcare, medical imaging, or health technology environments.
• Exposure to Just Culture principles or healthcare compliance standards.
• Experience moving workflows from legacy tools such as Jira into a centralized custom platform.

Our Values

Prenuvo describes its culture around three ideas: being pioneers who move healthcare forward through bold thinking and disciplined experimentation, being platform-builders who create strong foundations for the future, and putting patients first in every decision.

What We Offer

• The chance to contribute to meaningful improvements in people’s health and lives.
• Free whole-body scans for team members as part of the company’s preventive health approach.
• Opportunities for growth and development in a company that values flexible career paths.
• Weekly time for the team to connect, share, and build relationships.
• A flexible vacation policy that encourages employees to take time off to rest and recharge.
• Commuter benefits to help offset transit and parking expenses.
• Access to a 401(k) retirement savings plan for eligible employees, with pre-tax contributions and no current company match.
• A comprehensive benefits package that includes medical, dental, vision, and mental health coverage.
• An hourly wage between 25 and 31.25 in local currency, depending on experience and location.

Additional Information

Prenuvo is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

Selected candidates will be required to complete a background check in line with applicable federal, provincial, and state regulations.

Official hiring communication comes only from the company’s authorized domain. Messages from any other domain should be treated as suspicious and reported to the recruitment team.