Patient Resolution & Complaints Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and gather complaints from all communication channels.

• Develop detailed, high-quality records in our central system (PHP), accurately documenting patient information, severity tiers (1-4), sentiment/risk indicators, desired outcomes, and supporting materials.

• Serve as the primary patient-facing representative, promptly reaching out through the patient's preferred communication method to listen, collect information, clarify expectations, and outline clear next steps.

• Analyze all collected information, evaluate severity/risk, and identify the most suitable resolution path.

• Act as the internal point of contact, delegating cases to specialized backend support teams as necessary.

• Ensure patients are continuously updated on their case status while shielding backend specialists from direct patient inquiries.

• Convey final decisions, structured explanations, or clinical education to patients with empathy, clarity, and authority.

• Process refunds, credits, or formal apologies when appropriate to regain patient trust.

• Conclude cases within PHP, meticulously documenting final results, closure details, and patient feedback.

• Accurately tag closed cases to facilitate systemic trend analysis and protocol improvements.

• Monitor and enhance key performance indicators (KPIs).

⛳️ Requirements

• Minimum of 3 years of experience in patient advocacy, healthcare operations, customer resolution, or a dedicated escalations/complaints position.

• High Emotional Intelligence (EQ): Outstanding active listening and conflict de-escalation abilities. You can transform a frustrated patient into a brand advocate through empathy and clear communication.

• Operational Excellence: A project-management approach. You thrive at managing multiple tasks, meeting deadlines, and holding cross-functional partners accountable.

• Tech-Savviness: Proficient experience with centralized ticketing systems, CRMs, or electronic health records (EHR). Comfortable navigating Slack, Google Workspace, and video conferencing platforms.

• Systems Thinking: Recognize that complaints serve as data points for improvement. You aim not only to resolve issues but also to contribute to fixing the underlying systems that caused them.

🏝️ Benefits

• An opportunity to create a positive impact on individuals' lives and their health.

• We advocate for preventative healthcare for everyone, including our team - Prenuvo offers free, whole-body scans to each team member.

• Growth opportunities are central to our people journey; we’re achieving great things with bright minds - there are multiple paths to success that can be shaped along the way.

• Building strong relationships is fundamental to our operations - our team gathers weekly to connect, share, and socialize.

• We acknowledge that taking time away to recharge is crucial for our wellbeing - we provide a flexible vacation policy and encourage you to utilize it.

• We offer Prenuvo’s Commuter Benefits Plan to assist with your transit and parking expenses. Whether you ride, drive, or park, we have you covered—making your commute easier and more affordable!

• Prenuvo provides a 401(k) retirement savings plan for eligible employees, allowing team members to make pre-tax contributions towards their retirement. While Prenuvo facilitates access to the plan, the company currently does not offer matching contributions.

• We provide a comprehensive benefits package that includes health, dental, vision, and Mental Health coverage, to support you and your family.