Patient Experience Representative
$54,000–$58,000 year
On-siteVancouver, British Columbia, Canada
Job Summary
Provide excellent customer service to patients through phone, email, and chat channels by responding to inquiries and resolving issues for both patients and physicians. Educate clients on services, policies, and procedures while assisting with account setup, login issues, password resets, and billing questions. Manage and resolve incoming complaints, guide patients through medical intake forms, and assist in scheduling scan appointments. Maintain accurate records of interactions, follow up on outstanding issues, and identify opportunities to improve satisfaction and retention. Collaborate with sales and marketing to ensure a seamless patient experience and participate in training to stay current on products. Engage in new patient calls and milestone retention calls while using established systems to report on satisfaction metrics.
Required Qualifications
- Applicants must be legally authorized to work in Canada at the time of hire and must not require employer sponsorship for a work visa (current or future)
- Ability to work flexible hours, including weekends and holidays
- Strong interpersonal skills - ability to communicate in a professional and courteous manner with patients, coworkers, management, and medical professionals
- Excellent written and verbal communication skills
- Understanding and exhibiting a high emphasis on patient privacy and confidentiality
- Exceptional time management skills, exhibiting sound judgment, and the ability to multi-task is paramount
Desired Qualifications
- Industry experience in customer support, service, and success is an asset
- You're self-aware and open-minded - functioning with a high level of emotional intelligence and an inclusive approach
- You're reliable and self-motivated - excited by fast-paced work, and can work well under pressure
- Ability to multitask and prioritize in a fast-paced environment
- Professionalism - you will personify the welcoming face of our clinics and services
- You're passionate about the Prenuvo mission - you will be able to make an impact with your work as we are constantly evolving and implementing improvements
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